Head of Retention

About the Role:

We are looking for a senior Retention leader to build and own the retention function for our iGaming brands (casino & sportsbook). Your work will directly impact revenue, LTV, and product growth across Tier-1 markets and future expansion to Tier-2 and Tier-3.

You will design and execute a retention strategy (from scratch or by upgrading an existing one), build a strong data culture, and own VIP, segmentation, lifecycle communications, and monetisation mechanics.

Key Responsibilities
 

Strategy & Monetisation

• Develop an end-to-end retention strategy for Tier 1 and later Tier 2/3 markets.
• Build and maintain LTV models, forecasts, and revenue to optimise performance.
• Design systems for reactivation, cross-sell, anti-churn, winback, and lifecycle campaigns.
• Launch long-term initiatives to improve ARPU, ARPPU, NGR, and ROI.

Product & Lifecycle Management

• Define customer segments and personalised CRM journeys (SmarTico, Optimove, Intarget, or similar).
• Own the logic for bonus mechanics, gamification, loyalty programs, and VIP management.
• Brief product teams on UX, funnels, and conversion improvements (deposit / re-deposit).

Analytics & Data

• Build and monitor retention funnels and dashboards with clear KPIs.
• Work with cohort analysis, churn tables, and retention curves.
• Use BI tools (Power BI, Tableau, or internal solutions) and CRM analytics for decision-making.

Team & Collaboration

• Lead CRM, VIP, and Retention marketing teams.
• Work closely with Product, Media Buying, and Affiliates to align the funnel, retention, and revenue.
• Collaborate with external vendors, game providers, and AI tools to scale retention capabilities.

Requirements
 

Experience

• 3+ years in Retention / CRM / Lifecycle marketing in iGaming (casino & sportsbook).
• 2+ years in a leadership role (Head of Retention, CRM Lead, Revenue Lead, or similar).
• Proven results in Tier-1 markets (e.g., Canada, UK, DACH, Nordics).
• Demonstrated experience in:
  • Building and scaling retention strategies across markets;
  • Launching products in new geos;
  • Improving core retention and revenue metrics.

Hard Skills

• Deep knowledge of CRM platforms: SmarTico, Intarget, Optimove or equivalents.
• Strong understanding of P&L, LTV, ROI, cohorts, and segmentation.
• Hands-on experience with loyalty mechanics, VIP segmentation, and promo cycles.
• Proficiency with BI tools (Power BI, Tableau, or internal systems).
• Solid understanding of product lifecycle and user behaviour.
• Knowledge of email, push, in-app, SMS, and messenger,s and their role in the funnel.
• Practical experience with A/B testing and experimentation.

Soft Skills

• Strategic mindset combined with strong hands-on execution.
• Data-driven, with excellent analytical skills.
• Strong leadership and motivation skills.
• High level of ownership and autonomy; fast decision-making.
• Comfortable working in a fast-paced Tier-1 environment.

The ideal candidate profile:

• Builds monetisation systems, not just individual CRM campaigns.
• Examines the product through revenue, LTV, and behavioural flows.
• Thinks strategically but is ready to dive into the details.
• Has experience scaling products at the Head / Chief level.
• Wants to be one of the key drivers of brand growth.

We Offer

• Work in a product company that develops modern IT solutions in the iGaming field.
• Opportunity to influence development processes and product architecture.
• Strong team, open communication, and support for your initiatives.
• Flexible schedule and remote work format.
• 17 vacation days (Enjoy vacation policy to recharge and explore. We believe work-life balance is key to personal and professional well-being.)
• 15 paid sick days (Your health matters. We offer paid sick leave to ensure you can recover without financial stress)
• Insurance after the probation period (Your well-being is our priority. After completing the probationary period, you’ll gain access to our comprehensive insurance plan to support your health and peace of mind.)
• Public holidays off (Take time to celebrate and enjoy national holidays with friends and family without worrying about work.)
• Work equipment provided (Start your journey with the best tools for success! We provide all the necessary equipment to help you work efficiently and comfortably.)