Head of Retention

Responsibilities:

• Develop and implement player retention strategies across all stages of the customer lifecycle.
• Analyze and segment the player base based on behavior, preferences, risks, and player value (VIP, high-value, casual).
• Manage omnichannel communications (email, push, SMS, onsite pop-ups, messengers) with personalized messaging for each segment.
• Create and test bonus and promo mechanics aligned with business goals and player profiles.
• Conduct A/B tests and optimize communication flows based on data.
• Monitor key KPIs: LTV, ARPU, Churn Rate, Retention Rate, campaign ROI, cohort analysis.
• Lead the Retention team: hiring, development, goal setting, and performance evaluation.
• Collaborate with marketing, analytics, and product teams to synchronize campaigns and promo plans.
• Prepare regular reports and recommendations to improve retention metrics.

Requirements:

• Experience as Head of Retention / CRM Lead in an online casino (preferably Curacao-licensed, targeting CIS and/or Tier-2 markets).
• Deep understanding of player psychology and motivation, including knowledge of VIP and high-value segments.
• Proven experience in building and managing a team.
• Strong analytical skills and the ability to make data-driven decisions.
• Proficiency with BI systems, cohort analysis, and CRM/marketing tools.
• Experience developing bonus programs and reactivation campaigns.

Conditions:

• Fully remote work format.
• 18 working days of vacation, 5 sick days, 2 day-offs, and paid sick leave.
• Holiday gifts.
• Individual development bonus.