Retention / CRM Manager

Hello, we are looking for a Mid-level Retention / CRM Manager for our products in the eSports industry.

Location: remotely.
Team: Head of Retention

About the Role: Retention / CRM Manager will be responsible for planning, launching, and optimizing CRM campaigns and automated lifecycle communications across email, push, SMS, in-app, and messenger channels. The role includes user segmentation, campaign calendar management, A/B testing, performance analysis, reporting, coordination with copy/design/product/analytics teams, and continuous improvement of retention, reactivation, repeat activity, and LTV metrics.

Requirements:

- Commercial work experience - 2+ years

- Experience in CRM / Retention / Lifecycle Marketing
- iGaming as the main industry background

- Planning, launching, and optimizing CRM campaigns
- A/B testing, performance analysis, reporting

- Level of English - Pre-intermediate

Responsibilities:

- Develop and execute CRM / Retention campaigns across multiple channels: email, web push, mobile push, SMS, in-app messages, and messengers.

- Build, launch, and optimize automated lifecycle journeys for key stages: registration, onboarding, activation, first deposit, repeat deposit, churn prevention, and reactivation.

- Work with user segmentation based on lifecycle stage, activity, deposit behavior, engagement, value, geography, language, and channel subscription status.

- Create and manage a CRM communication calendar, including regular promotional campaigns, lifecycle campaigns, reactivation campaigns, and product updates.

- Prepare clear briefs for copywriters, designers, analysts, and developers.

- Set up campaigns and automations in CRM / CDP platforms, including audience rules, triggers, personalization, exclusions, frequency limits, and tracking.

- Analyze campaign performance and prepare insights based on key metrics: delivery rate, open rate, CTR, conversion rate, repeat deposit rate, reactivation rate, ARPU, LTV, churn, and ROI.

- Run A/B tests for messages, offers, bonuses, timing, channels, segments, and user journeys.

- Monitor and improve the effectiveness of retention mechanics, including bonuses, promo codes, loyalty mechanics, VIP offers, free rewards, and personalized campaigns.

- Work closely with Product, Analytics, and Development teams to define and improve required events, user attributes, tracking logic, and data quality.

- Support the implementation and improvement of retention dashboards and regular reporting.

- Monitor communication frequency, user fatigue, unsubscribe rate, spam complaints, and overall channel health.

- Analyze user behavior and identify opportunities to increase retention, repeat activity, reactivation, LTV, and player engagement.

- Research competitor CRM / retention mechanics in iGaming, lootbox, case-opening, and skin-based products.

- Document campaign results, test outcomes, lifecycle logic, segmentation rules, and best practices.

- Contribute to the overall CRM / Retention strategy and help build scalable retention processes.

List of technologies needed:

- CRM/CDP: Customer.io / Smartico / OneSignal 
- Analytics: GA4 / Tableau / Power BI / Looker  
- Data: SQL basics + Excel/Sheets  
- Channels: Email, Push, SMS, In-app 
- Experiments: A/B testing, control groups, uplift  
- Integrations: Webhooks, API basics, Postman, JSON 
- Management: Jira, Notion, Miro, Figma

Will be an advantage:

- Experience with lootbox, case-opening, or skin-based products will be a strong advantage.

What we could offer:

- 24 days of paid leave per year.

- 100% paid sick leave.

- Fixed-rate + bonuses.

- Full-time remote.

- Long-term collaboration.

- Sustainable business.

- Game and entertainment development company.