CRM Retention Specialist

We are growing our Retention team and looking for a CRM Retention Specialist with hands–on iGaming experience.
Your mission — build player loyalty, increase engagement and LTV, and drive retention & reactivation through personalized lifecycle campaigns.

Responsibilities

• Plan, launch & optimize CRM campaigns across key retention funnels:
  • Free spins & bonuses
  • Cashback programs
  • Missions, quests, and challenges
  • Tournaments & seasonal events
  • Reactivation & VIP uplift journeys
• Build promotional mechanics and reward structures to increase engagement, retention, and LTV
• Own and execute the CRM promotional calendar
• Analyze player behavior & data to segment audiences and tailor offers
• Prepare audience lists for Email, SMS, Push, and in-app communications
• Monitor performance of all campaigns and propose continuous improvements
• Conduct weekly performance reporting (engagement, ROI, conversion, reactivation, churn)
• Execute A/B tests and hypothesis-driven optimization to improve key metrics
• Track and report on CRM indicators:
  • Retention & reactivation rates
  • Churn
  • ARPU
  • Acceptance / usage / wagered %
  • Email/SMS performance: OR, CTR, CVR, delivery rate
• Work closely with Marketing, Product, VIP and Support teams

• Edit and adjust CRM content using HTML/CSS (existing templates)

   

Requirements

• 2+ years in Email Marketing / CRM / Retention Marketing
• Proven experience launching retention & promo campaigns in iGaming
• Strong understanding of bonus mechanics, budgets & reward systems
• Advanced analytical & reporting skills
• Hands-on experience with Customer.io (mandatory)
• HTML/CSS skills (template editing level)
• Knowledge of LATAM market
• English B1+
• Ability to work with segmentation, data, and automation flows

• Strong understanding of player behavior & lifecycle

   

Nice to Have

• Experience with casino retention flows, VIP communications
• Experience launching gamification mechanics

• Familiarity with BI dashboards and marketing automation tools

   

What We Offer

• Fast-growing international iGaming project
• Ability to build and scale CRM strategy
• Creative freedom to test mechanics and grow LTV
• Strong, collaborative team (CRM, VIP, Product, BI, Support)
• Competitive compensation & growth path