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.
 

Responsibilities:

• Develop and execute Retention and Reactivation strategies for products in Tier-1 markets
• Manage CRM channels: email, push, SMS, WhatsApp, on-site notifications
• Scale and optimize automated campaigns (RegNoDep, Onboarding, Reactivation/AWOL, upsell, churn prevention, RFM, etc.)
• Build and continuously improve player segmentation (behavior- and value-based)
• Manage bonuses, gamification mechanics, loyalty programs, and VIP programs
• Improve key retention metrics, control bonus emission and wagering performance
• Maintain a promo calendar for CRM campaigns and tournaments
• Continuously optimize retention funnels
• Closely collaborate with cross-functional teams (Product, Analytics, Marketing, VIP, Games)
• Analyze performance and report on Retention KPIs

Requirements:

• 4+ years of experience in CRM (at least 2 years in a leadership role)
• Strategic mindset combined with strong hands-on execution
• Data-driven approach with strong analytical skills (experience with BI tools)
• Proven results in Tier-1 markets (e.g. Canada, UK, DACH, Nordics)
• Experience with CRM platforms (Customer.io, Smartico, Intarget, Optimove, FastTrack, etc.)
• Hands-on experience with segmentation, loyalty programs, tournaments, and gamification
• Practical experience with A/B testing and experimentation

Soft Skills:

• Strong leadership and motivation skills
• High level of ownership and autonomy; fast decision-making
• Comfortable working in a fast-paced Tier-1 environment

What We Offer

• Competitive salary
• Work in a product company that develops modern IT solutions in the iGaming industry
• A well-established CRM team to support your ideas (email specialists, bonus manager, copywriter, designer)
• Open communication and support for your initiatives
• Flexible schedule and remote work format
• 17 vacation days – Enjoy our 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 – After completing probation, you’ll get access to our comprehensive insurance plan
• Public holidays off – Take time to celebrate and enjoy national holidays with friends and family
• Work equipment provided – We provide all necessary equipment to help you work efficiently and comfortably