Head of CRM/Retention Offline

Stay Group is an innovative Marketing Company with a mission to help businesses acquire their target customers and create top-tier solutions in the iGaming and entertainment industry. We are currently looking for an enthusiastic and motivated professional to join our CRM & Retention team. As the Head of CRM & Retention, you will be responsible for building and leading a high-performing team, optimizing processes with clear KPIs, and driving financial results through effective retention strategies.
 

Requirements:

• At least 3 years of experience in CRM, retention, or related fields within the gambling industry or similar sectors.
• Proven track record of developing and implementing successful CRM and retention strategies.
• Deep understanding of customer lifecycle management and segmentation.
• Expertise in designing and executing personalized retention campaigns.
• Strong knowledge of CRM tools and platforms 
• Ability to analyze customer data and translate insights into actionable retention strategies.
• Experience in developing loyalty programs and bonus policies aimed at increasing customer retention.
• Focus on achieving key KPIs related to customer retention, lifetime value (LTV), and churn reduction.
• Strong analytical skills with the ability to make data-driven decisions.
• Proficiency in English at a B1/B2 level.
   

Main Responsibilities:

Building and Managing the CRM & Retention Department:

• Creating and leading a high-performing CRM and retention team.
• Streamlining processes and setting clear KPIs for the team and individual members.
• Ensuring a strong focus on achieving financial results through effective retention strategies.

Developing Retention Strategies:

• Designing and implementing personalized retention campaigns tailored to different customer segments.
• Creating exclusive offers and loyalty programs to increase customer engagement and retention.

Implementing CRM Tools and Technologies:

• Leveraging CRM platforms to improve customer engagement and retention.
• Automating processes to enhance efficiency and effectiveness in retention efforts.

Collaboration with Other Departments:

• Establishing seamless collaboration with marketing, sales, and VIP departments to ensure a unified approach to customer retention.
• Sharing insights and data to optimize cross-departmental strategies.

Personalized Customer Approach.

• Developing a personalized approach for customers, considering their preferences and behavior.

Development of Bonus and Loyalty Policies:

• Designing bonus policies and loyalty programs aimed at increasing customer retention and lifetime value.
• Continuously optimizing these policies based on customer feedback and performance data.

Business Metrics Orientation:

• Developing and executing strategies aimed at achieving key financial performance indicators, such as retention rate, churn rate, and customer lifetime value (LTV).
• Regularly monitoring and reporting on the performance of retention initiatives.

Decision-Making:

• Addressing and resolving issues related to CRM and retention operations promptly and effectively.
• Making data-driven decisions to optimize retention strategies and improve overall customer satisfaction.
• This role requires a strategic thinker with a strong focus on customer retention and the ability to lead a team towards achieving significant financial results.
   

Benefits:

• Freedom to choose where to work: work from anywhere in the world with the freedom of remote options, or join our dynamic office in Kyiv for an inspiring in-person experience.
• Flexibility: enjoy flexible working hours that let you balance your personal and professional life while focusing on delivering great results.
• Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
• A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
• Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.