CRM / Retention Lead

We are looking for a strong CRM / Retention Lead to join a new iGaming project at the pre-launch stage.
⭐ About BetVam

BetVam is a licensed Ukrainian iGaming operator currently in the active launch phase and building its core business processes from the ground up.

We are creating a modern betting and casino platform focused on long-term growth, excellent customer experience, operational excellence, and sustainable player value within a regulated market.

As we prepare for launch, we are looking for a CRM / Retention Lead who will build and lead the entire customer retention strategy, lifecycle communications, segmentation framework, loyalty initiatives, and CRM operations to maximize player engagement, retention, and lifetime value.

♠️ Position Details

Location: Kyiv (Office / Hybrid)

Employment Type: Full-time

Start Date: ASAP

Project Stage: Pre-launch, Product Launch Phase

What You Will Do

• Build and lead the CRM and Retention function from the ground up.
• Develop and execute customer retention strategies across online casino products.
• Create customer lifecycle journeys, automated campaigns, and retention programs.
• Design and manage segmentation strategies based on player behavior, activity, value, and risk profiles.
• Plan and execute multi-channel CRM campaigns through Email, SMS, Push Notifications, In-App Messaging, and other communication channels.
• Develop loyalty, bonus, reactivation, and VIP engagement initiatives.
• Monitor and optimize key retention metrics, including retention rate, churn rate, reactivation rate, player lifetime value (LTV), and campaign ROI.
• Analyze customer behavior and identify opportunities to improve engagement and retention.
• Work closely with Product, BI, Marketing, VIP, Customer Support, and Payments teams to enhance the customer experience.
• Establish CRM reporting frameworks, dashboards, and performance monitoring processes.
• Conduct A/B testing and campaign optimization to improve conversion and retention performance.
• Manage CRM calendars, communication plans, and promotional activities.
• Ensure compliance with responsible gaming and regulatory communication requirements.
• Participate in CRM platform selection, implementation, and optimization.

What Is Important for Us

• 3+ years of experience in CRM, Retention, Lifecycle Marketing, or Customer Engagement within the iGaming industry.
• Strong understanding of casino player behaviour and retention mechanics.
• Experience building and executing CRM strategies, customer journeys, and segmentation models.
• Proven experience managing Email, SMS, Push, and multi-channel communication campaigns.
• Strong analytical skills with the ability to interpret customer data and make data-driven decisions.
• Experience working with CRM platforms, marketing automation tools, and customer analytics systems.
• Deep understanding of retention KPIs including LTV, churn, reactivation, conversion, and engagement metrics.
• Experience managing bonuses, promotions, loyalty programs, and customer incentives.
• Ability to work independently and build CRM processes from scratch.
• Strong project management and stakeholder management skills.
• Ukrainian and/or Russian fluency.
• English proficiency at Intermediate (B2) level or higher.

Who We Are Looking For

We are looking for a strategic and data-driven CRM professional who understands how to build long-term player relationships and drive sustainable growth through retention.

The ideal candidate combines strong analytical thinking with hands-on campaign execution, understands the full customer lifecycle within iGaming, and can create personalized experiences that increase engagement, retention, and player value.

You should be comfortable working in a fast-paced startup environment, taking ownership of the CRM function from day one, and building scalable processes that support the successful launch and growth of BetVam.