Head of Retention

Responsibilities 

1. Retention & Loyalty Strategy

• Develop and implement player retention strategies across local and international markets.
• Define key player segments (VIP, new users, inactive players) and build personalized retention programs.
• Create a promotional calendar including bonus campaigns and special offers.

2. Player Lifecycle Management

• Monitor user behavior across all stages: registration → first deposit → regular activity → reactivation of inactive players.
• Develop and scale CRM campaigns (email, SMS, push notifications, in-app).
• Implement cross-sell and upsell mechanics to maximize LTV.

3. Analytics & Optimization

• Analyze retention metrics: Churn rate, ARPU, LTV, DAU/MAU, player reactivation rate.
• Run A/B tests for promotions, communications, and loyalty mechanics.
• Prepare regular performance reports for C-level management with insights and recommendations.

4. VIP & High Roller Segment

• Build dedicated strategies for VIP players: personal account managers, exclusive bonuses, special events.
• Manage the VIP team (account managers, hosts).
• Oversee the effectiveness and ROI of VIP programs.

5. Cross-Department Collaboration

• Coordinate with marketing to align promotions and creatives.
• Work closely with BI analysts and product teams to implement retention features on the platform.
• Collaborate with payments team to ensure fast withdrawals and convenient methods for VIP players.