Lead Retention Manager Offline

Responsibilities

• Develop and execute a comprehensive retention and CRM strategy to support the launch and growth of a new iGaming/Gambling brand on a B2B platform;
• Plan and run impactful multi-channel CRM campaigns (email, SMS, push notifications,etc), ensuring relevance, personalization, and player engagement across key lifecycle stages;
• Design and implement strategies for player segmentation, reactivation, upselling, and churn reduction, using behavioral insights and data analysis;
• Prepare and maintain a monthly strategic calendar of retention activities tailored to various customer segments (Casino, Sports, VIP, etc.);
• Conduct regular performance analysis of campaigns, measuring profitability, retention rates, reactivation rates, and other key KPIs (ARPU, LTV, Churn, Conversion Rates);
• Lead A/B testing and hypothesis validation, continuously optimizing CRM strategies and communication flows based on data-driven insights;
• Collaborate closely with cross-functional teams including product, design, content, and analytics to align retention efforts with product features and overall business goals;
• Define requirements for CRM system enhancements, suggest new functionalities, and refine existing processes to maximize campaign effectiveness;
• Stay informed on industry best practices and emerging CRM trends, applying innovative approaches to improve customer experience and player lifetime value;
• Maintain a high standard of operational excellence, ensuring timely and flawless execution of daily CRM activities while proactively identifying improvement opportunities;
• Lay the foundation for future team growth, demonstrating leadership potential and contributing to the development of the retention function as the brand scales.
  
  Requirements
• At least 3 years of experience working with retention campaigns in iGaming (casino/betting);
• Knowledge of key metrics: Retention rate, LTV, ARPU, Churn, DAU/WAU, Bonus cost, deposit statuses, and behavioral triggers;
• Skills in audience segmentation and hypothesis building for different segments (new, active, dormant, VIP);
• Experience working with CRM systems (e.g., Optimove, Exponea, Salesforce Marketing Cloud, etc.);
• Ability to independently launch, test, and optimize campaigns;
• Proficiency in Excel/Google Sheets, experience in data analysis and visualization of results;
• Understanding of compliance and responsible gaming requirements in the context of retention communications;
• Launching A/B tests.