Head of CRM (Retention)

For our partner we are looking for Head of CRM (Retention)

🌍Location: Remote / Flexible
🌐Domain: iGaming • Online Casino • Sports Betting • Multi-Brand Expansion

About the Company

We are a fast-growing iGaming operator successfully running our flagship online casino & sportsbook brand. With strong performance, ambitious expansion goals, and an upcoming transition to a multi-brand ecosystem, we are now strengthening our retention and customer lifecycle function.

We are looking for a Head of CRM (Retention) who will build, scale, and lead our CRM strategy across all existing and future brands — ensuring high engagement, strong player loyalty, optimized LTV, and sustainable revenue growth.

This is a strategic and hands-on leadership role for an expert who knows how to design and manage high-performing retention systems across GEOs.

💠Role Overview

The Head of CRM will own the full CRM & retention strategy: lifecycle automation, segmentation, player activation & reactivation, bonus mechanics, churn prevention, and communications (email/SMS/push/in-app).

You will lead a team (CRM managers, content/communications) and align closely with product, data, VIP, and marketing teams to execute a strong retention engine supporting multi-brand scaling.

☑️Key Responsibilities

Strategic Leadership

• Build and execute the global CRM & retention strategy for casino & sportsbook.
• Develop a unified retention framework to support multi-brand expansion.
• Drive player lifecycle optimization: onboarding, engagement, churn reduction, reactivation.
• Own CRM roadmap, planning, budgeting, and performance KPIs.

Customer Journey & Segmentation

• Develop advanced segmentation models based on behavior, value, risk profiles, and product preferences.
• Design automated lifecycle flows for Casino and Sports betting customers.
• Build and optimize multi-channel communication journeys (email, SMS, push, in-app, onsite).

Retention Campaigns & Promotions

• Create and manage retention campaigns: weekly promos, tournaments, missions, sports events campaigns.
• Collaborate with Product on bonus mechanics, reward systems, and gamification.
• Manage campaign A/B testing, experimentation frameworks, and personalization.

Data & Performance Management

• Own CRM analytics: LTV, churn rate, retention cohorts, NGR uplift, ROAS of retention campaigns.
• Work closely with BI/Data teams to build dashboards and reporting for all brands.
• Ensure accurate tracking, attribution, and customer insights across CRM touchpoints.

Team Leadership & Cross-Functional Collaboration

• Lead, mentor, and grow the CRM/Retention team.
• Collaborate tightly with Product, VIP, Marketing, Support, Risk & Fraud, and Payments.
• Align retention strategy with acquisition, VIP strategy, sportsbook schedule, and brand plans.

Technology & Tools

• Manage CRM platforms (e.g., Customer.io, Optimove, Smartico, BetConstruct/SoftSwiss CRM modules, etc.)
• Drive automation, efficiency, and scaling of workflows.
• Oversee deliverability, domain warm-up, technical CRM hygiene, and integration quality.

• Participate in platform migration or implementation during multi-brand expansion.

   

Requirements

Experience & Expertise

• 4+ years in CRM / Retention in iGaming (casino + sportsbook) — must.
• Experience leading CRM teams or heading CRM/Retention in a mid-large operator.
• Proven success building retention strategies for multi-GEO operations.
• Strong understanding of bonus mechanics, wagering systems, segmentation, gamification.
• Hands-on with CRM automation, lifecycle flows, and campaign execution.

Technical Skills

• CRM tools: Customer.io / Optimove / Braze / Smartico or similar.
• Experience with HTML email templates (basic edits).
• Understanding of domain warm-up, deliverability, and email infrastructure is a plus.
• Strong analytical mindset: cohort analysis, ROI, LTV, retention KPIs.

Soft Skills

• Leadership and team management.
• Strategic thinking with hands-on execution capability.
• Data-driven mindset and continuous optimization approach.

• Excellent communication and cross-functional collaboration skills.

   

✨Offer

• Work in a rapidly growing iGaming company with plans to become a multi-brand operator.
• Full ownership of CRM & retention strategy.
• Competitive compensation package and bonuses.
• Flexible schedule, remote opportunities.
• Professional development budget (courses, conferences).
• Opportunity to build a strong CRM team and influence product direction.
• Fast decision-making environment with no bureaucracy.