Head of Retention

Head of CRM & Retention Department

Location: Kyiv (Hybrid)
Industry: Online Sports & Entertainment

About the Company (NDA)

A large international company in the online sports and entertainment industry, one of the market leaders with many years of experience and millions of active users worldwide. We are constantly growing and implementing cutting-edge technologies to enhance customer engagement and experience.

Role Purpose

Drive revenue growth within the retention stream, increase player profitability, and boost the number of reactivated users through the creation and implementation of effective CRM and retention strategies.

Key Responsibilities

• Develop and implement CRM and retention strategies to increase customer loyalty and lifetime value.
• Create and optimize customer segments, ensuring personalized communications.
• Monitor, analyze, and optimize CRM and retention KPIs.
• Prepare and present performance reports.
• Manage and lead a team of 10+ CRM/Retention specialists.
• Implement and optimize CRM systems and related business processes.
• Collaborate closely with Marketing, IT, and Product teams to integrate CRM strategies.
• Manage and develop customer retention campaigns, including the VIP segment.

Key Performance Indicators (KPIs)

• Revenue growth in the retention stream.
• Increased player profitability.
• Higher number of reactivated users.

Candidate Requirements

• 3+ years of experience as Head/Lead Retention.
• Proven track record of managing teams of 10+ specialists.
• Experience in the gambling/betting industry is a strong advantage.
• Proficiency in CRM systems and analytics tools (e.g., Google Analytics).
• Knowledge of A/B testing and other optimization methods for marketing strategies.

Why Join Us

• Be part of a large, international market leader.
• Direct influence on key business metrics.
• Lead a strong, professional team.
• Access to advanced CRM tools and analytics.
• Competitive compensation and performance-based bonuses.
• Hybrid work format with a modern office in Kyiv.