Head of Retention (iGaming)

Requirements

• 3+ years of experience in retention marketing within iGaming (Casino & Betting)
• Proven track record of building and scaling retention programs from scratch
• Deep understanding of player lifecycle, segmentation, and behavioral analytics
• Experience with CRM platforms and marketing automation tools (Optimove, Salesforce, FastTrack, etc.)
• Strong knowledge of bonus mechanics, loyalty programs, and VIP management
• Data-driven mindset: ability to work with cohort analysis, LTV, churn metrics
• Experience managing a team of CRM/retention managers
• Understanding of responsible gambling frameworks and compliance requirements
• Excellent communication and cross-functional collaboration skills
• English: Upper-Intermediate or higher

Responsibilities

• Build and lead the retention function for a new Casino & Betting product from the ground up
• Develop and execute CRM strategies across email, SMS, push, and on-site channels
• Design and manage bonus structures, loyalty programs, and VIP tiers
• Segment player base and create personalized lifecycle communication flows
• Monitor key retention KPIs (churn rate, reactivation rate, LTV, ARPU) and optimize accordingly
• Manage and mentor the retention team
• Collaborate with product, marketing, and analytics teams to align on player experience
• Drive reactivation campaigns for lapsed players
• Test and iterate on engagement mechanics, offers, and communication cadence
• Ensure all retention activities comply with responsible gambling and regulatory standards