Head of Retention

We’re looking for a results-driven CRM Lead with a strong background in iGaming, capable of building and scaling CRM strategies from the ground up. The ideal candidate understands player behavior and lifecycle, knows how to lead teams, drive retention and reactivation, and is confident working with data, segmentation, and multichannel communications in a fast-paced, high-growth environment.

HOW YOU WILL MAKE AN IMPACT

Strategy & Development

• Develop and lead the CRM strategy across a multi-brand portfolio, tailored to Tier 1 markets;
• Define team goals and KPIs for all CRM areas;
• Collaborate with Retention departments (Promo, CRM, Content, VIP, Product) to build quarterly/annual roadmaps;
• Implement a structured, personalized player experience across all lifecycle stages (onboarding, reactivation, churn prevention, loyalty);
• Lead reactivation strategies for high-value players;
• Build segmentation, motivational models, and loyalty mechanics (cashback, missions, gamification, level-ups);
• Analyze and optimize conversion funnels for various player segments.

Operations

• Manage and develop a CRM team of 10+ specialists (recruiting, coaching, 1:1s, performance reviews);
• Oversee campaign quality: daily, weekly, seasonal, automated, and trigger-based;
• Implement and optimize automated CRM flows (welcome, lifecycle, predictive logic);
• Manage multichannel communications: email, SMS, push, in-app, onsite, messengers (Telegram, WhatsApp), personalized banners/pop-ups;
• Set technical tasks for development and BI to improve CRM tools and logic;
• Lead platform implementations/migrations: segmentation, campaign logic, templates;
• Own analytics and testing processes: reporting, campaign performance, A/B & multivariate testing, conversion optimization.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 5+ years of experience in CRM within the iGaming industry, focused on large-scale B2C audiences;
• 2+ years in a leadership role managing a CRM team;
• Proven track record of building and scaling CRM functions from scratch or in high-growth environments;
• Deep understanding of the player lifecycle, behavior patterns, motivations, and engagement stages;
• Experience with Tier 1 markets, including local player expectations and compliance;
• Hands-on experience with CRM platforms such as Customer, Smartico, Symplify, or similar;
• Strong knowledge of HTML & campaign logic;
• Ability to interpret CRM metrics: retention, churn, reactivation, LTV, ARPU, NGR, bonus cost, CTR, OR/CR across channels;
• Experience in multichannel communication strategies: email, onsite, push, SMS, messengers;
• Close collaboration with BI, product, analytics, VIP, affiliate, and DEV teams;
• Strategic planning skills focused on player retention, reactivation, and ARPU growth;
• Ability to translate strategic goals into actionable team tasks;
• Experience in scaling communication channels.

HOW WE WILL KEEP YOU SMILING

• We offer flexible working hours and remote work setup, enabling you to plan your work around your life and not your life around work!
• We offer unlimited vacation days, and we provide sick leave of paid.
• We are ready to offer relocation support for candidates.
• A competitive compensation that values the skills and experience you bring.
• Employee referral bonus and gifts for your special days.
• Financial support in 50% for learning expenses to help you in your professional growth!
• With us, you will experience a positive atmosphere and a company culture where people are valued above all else. You'll also have the opportunity to participate in fun team-building activities.