Head of Retention (iGaming)

Our client is an international product-based IT company specializing in the iGaming industry.
Founded in 2014, the company quickly became a leader in the CIS region and is now expanding globally.
We are currently looking for a Head of Retention.

📋 Key responsibilities and your contribution:

• Develop and implement the overall player retention strategy across all verticals and communication channels (email, push, SMS, in-app, messengers, call center).
• Lead and manage the Retention team, call center, and copywriters: hiring, training, motivation, and performance evaluation.
• Analyze market trends and competitors, introduce new technologies, tools, and approaches (including AI/ML).
• Oversee and improve internal CRM and retention tools, manage technical issues and task prioritization.
• Build and develop analytics: segmentation, cohort analysis, hypothesis testing, and evaluating impact on LTV, ARPU, and churn.
• Enhance loyalty programs and VIP player communication, improving efficiency of high-value player management.
• Scale personalized campaigns and automated trigger journeys; collaborate with the Promo team on bonuses, promotions, and tournaments.
• Plan, manage, and optimize the retention budget.
• Select and manage communication providers (SMS/email), ensure deliverability and quality of messaging.
• Collaborate with Product, Marketing/Affiliate, Analytics, Billing/Payments, Operations, and Support to align retention initiatives and share insights.

📚 Your qualifications:

• 3+ years of experience as a Head of Retention
• Strong expertise across retention, marketing, product, and analytics
• Proven experience managing and growing a retention team.
• Deep knowledge of CRM platforms, bonus mechanics, loyalty programs, and gamification.
• Skilled in working with large datasets, generating insights, and making data-based decisions.
• Continuous market and competitor research, driving the implementation of cutting-edge technologies (from new channels to AI/ML) and innovative retention practices.
• Advanced proficiency in BI tools and analytics (segmentation, cohort analysis), with experience in building comprehensive KPI monitoring systems and deriving actionable insights.
  
   

Benefits:

⭐ Days of recovery: 20 paid vacation day per year and unlimited sick leave days.
⭐ Health: corporate medical insurance, a company psychologist and a Cafeteria of Benefits for personal wellness choices.
⭐ Education: a variety of foreign languages course for you to choose from. Also we are open for your development and you can choose different courses /training for improving your skills.
⭐ Compensation: additional benefits that can be used according to company policy, e.g. paid business trips, international conference opportunities, lunch perks at our offices etc.
⭐ Work Environment: work remotely or from one of our offices in Cyprus, Portugal, Poland, equipped with the equipment you’ll need for success.