About the Role / About the Job
We are building a new UAE-based business spanning Sportsbook, Lottery, and a broader Fan Ecosystem, backed by the company. As Senior Director of Customer Platform, you will own the shared customer capabilities that connect those experiences into one relationship. Your challenge will be to make it simple, trusted, and valuable for customers to join, transact, engage, and move across the FanMo ecosystem.
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This role is a seat at the table where you will define the platform strategy, build the team, and collaborate across Technology, Compliance, Operations, Data, and Product to shape the customer experience and scale the business regionally and internationally. The Customer Platform represents a first-class product domain rather than a support function.
The ideal candidate is a builder and systems thinker who can simplify complex customer, technical, and regulatory problems, while balancing immediate vertical needs with long-term platform goals as the business evolves.
Responsibilities
You will own:
- Customer Platform strategy and roadmap
- Product team leadership across the UAE Platform organization
- Identity, registration, account and KYC
- Wallet, deposits, withdrawals and payments
- CRM, lifecycle and customer decisioning
- Loyalty, rewards and personalization
- Shared customer preferences and consent
- Cross-product journeys across Sportsbook, Casino, Lottery and Fan Ecosystem
- Prioritization of shared capabilities across competing vertical needs
- Build/partner/reuse decisions
The key will be clear ownership:
- Vertical teams own their propositions and customer outcomes
- Customer Platform owns the reusable capabilities that enable them
- You will balance speed for individual verticals with building capabilities properly for the entire business
- Collaborate closely across Product, Technology and Architecture, Compliance and Responsible Gaming, Operations, Payments and Fraud, Data and Analytics, Marketing, and CRM to deliver a connected customer experience across the FanMo ecosystem.
Within 12 months, you will have:
- Established a clear Customer Platform strategy
- Built a strong UAE Product team
- Improved registration, verification, and payment journeys
- Created shared CRM, loyalty, and personalization capabilities
- Reduced duplication across verticals
- Enabled more connected cross-product customer journeys
- Established clear platform metrics and investment priorities
- Built strong Product, Technology, and Compliance partnerships
Required Qualifications
- 12+ years of Product experience, with significant leadership responsibility across complex consumer platforms
- Relevant backgrounds may include fintech, banking, wallets, payments, marketplaces, super-apps, gaming, telecom, or other regulated B2C products.
- Experience in owning multiple connected platform domains and setting strategy across shared customer capabilities.
- Experience building and leading Product teams in complex, fast-moving environments.
- Experience setting multi-year strategy and prioritizing significant investment across product domains.
- Experience working cross-functionally across Product, Engineering, Operations, and Compliance.
- Experience balancing customer conversion with trust, risk, and regulatory requirements.
- Experience influencing multiple product lines with competing priorities and needs.
- Experience building or materially transforming products, not just maintaining them.
- Strong product craft across product strategy, platform thinking, customer journeys, experimentation, data, commercial judgement, and organizational leadership.
- Technical fluency to make strong platform trade-offs without trying to be the architect.
- Experience leveraging AI to improve team effectiveness and identify opportunities to enhance customer decisioning, service, and personalization.
Preferred Qualifications
- Experience in multiple areas across: UAE or GCC, digital identity or KYC, wallets and payments, CRM or loyalty platforms, regulated gaming, marketplace or ecosystem products, and experience building a platform used by multiple product verticals.
If you possess some of these qualifications but not all of them, we still encourage you to apply!
At the company, we’re proud to be a fair, transparent, and inclusive employer. We value diversity, collaboration, and innovation, and we’re committed to creating an environment where every team member can thrive. If you’re ready to grow your career and help us build Momentum, we’d love to hear from you.
