Head of Retention (iGaming/tier1)

Join Our iGaming Team as a Head of Retention in our multi-country product iGaming company with ambitious Industry innovators with regional reach and 3+ years of successful operation. Our portfolio includes two large-scale brands successfully operating across Tier 1 geos.
We pride ourselves on attracting and valuing highly qualified professionals, enabling us to scale and succeed in new markets.

Your Mission: to drive the logic and architecture, coordinate the overall effort of user retention

• ​​Develop and implement a multi-channel overall Retention and CRM strategy for online casinos to boost customer onboarding experience, retention, engagement, and monetization.
• Identify and apply promotional mechanics that align with different user psychotypes and behavioral triggers to drive engagement, loyalty, and conversion.
• Develop, implement, analyse and manage innovative solutions to boost onboarding and retention across traditional as well as SMM, TikTok, Instagram, Messengers, LiveChat and Mobile App. instruments, mechanics and cross-departmental activities.
• Regularly plan and execute multi-channel marketing campaigns using customer segmentation and personalization.
• Analyze user behavior and activity to optimize retention strategies, research and implement relevant proven, trending or innovative product features, communications channels and formats.
• Implement relevant multi-source data collection, integration to enable live automated analysis and reporting, and data-driven decision making.
• Assess the effectiveness of and continuously improve CRM campaigns through analytics and data-driven insights.
• Coordinate SMM, or other traffic-source-specific content, implementations, integration for player onboarding, retention and reactivation, as well as recycling of multi-channel registrations, including Instagram, TikTok, Streamer and Influencers, App-Only users.
• Manage and configure the CRM platform and marketing automation tools, including customer database segmentation.
• Recruit, train, lead and mentor the Retention, Promo, CRM team to deliver the department results.
• Analyse, monitor, organise, coordinate and resolve deliverability rate of communications.
• Collaborate with Product Development, Marketing, BI and Analytics and Customer Success and Support teams to align overall retention with business goals, cross-departmental initiatives and priorities.
• Stay updated on the latest trends and innovations in the iGaming industry.
• Retention Goal Ownership: Fully understand the retention KPIs we aim to achieve (e.g. increased LTV, reduced churn, uplift in ARPU, deposit frequency, etc.) and drive structured improvements toward those goals.
• Cross-functional Supervision: Act as the central point between CRM, BI, product, and bonus engine development to ensure the continuous evolution of the retention system, backed by data and feedback loops.

Our requirements:

• 4+ years of experience as Retention Team Lead.
• In-depth knowledge and hands-on experience of Customer Journey Optimization best practices, with experience in developing and implementing testing strategies across channels, including designing and analyzing contact strategies, automation techniques/tools and customer experience optimization.
• Solid grasp of the full range of promotional tools (bonuses, gamification, rewards, challenges, etc.) and the underlying logic, including their mathematical models, economic constraints, and long-term profitability impact.
• Segment-Oriented Thinking: Skill in building and managing dynamic customer segments based on behavior, value, and lifecycle stage, and applying tailored retention strategies to each.
• Proven ability to manage a team of 4+ people and managing an international and geographically dispersed multicultural English speaking digital team.
• Expertise in developing multi-channel customer engagement strategies.
• Proven hands-on experience of implementing relevant automated Retention reporting.
• Strong knowledge of A/B testing methodologies and data-driven optimization practices.
• Ability to segment customer databases and craft personalized offers.
• Ability to manage and prioritize multiple projects simultaneously within a complex organization.

Preferred:

• Experience with Customer.io system and overall other retention instruments.
• Expertise in designing and implementing loyalty programs.
• Creative thinking and problem-solving abilities.
• English Upper Intermediate.

What we offer:
Our success depends on our talented employees who work online every single day with a sense of purpose and an appetite for progress.
 

• Competitive salary;
• Remote work in a flexible environment;
• 20 working days of paid vacation and education projects;
• Great product with our software solution;
• Opportunity for growth at professional levels, attending top industry events and conferences, and international workshops at our competence centers.

Don’t delay! Send your CV right now and join our highly professional and ambitious team!