Head of Retention (Igaming)

ABOUT THE COMPANY

We are a fast-growing international iGaming company operating in the South African market. Following a successful launch phase, the business is now entering a new stage of growth and scaling.

Our product portfolio includes both mass-market and premium betting brands, with a strong focus on customer acquisition, retention, and customer lifetime value. We are building a high-performance team that combines operational excellence, entrepreneurial mindset, and deep market expertise.
 

As part of our next growth stage, we are looking for an experienced Head of Retention with potential to grow as CMO, to take full ownership of CRM and customer lifecycle strategy, helping us maximize player engagement, retention, and long-term revenue.
 

ABOUT THE ROLE

We are looking for a Head of Retention (CRM) to own and scale our entire retention function.

This is a highly strategic yet hands-on leadership role responsible for building a world-class CRM organization across multiple betting brands. You will define the retention strategy, optimize the customer lifecycle, lead CRM operations, and drive measurable improvements across engagement, reactivation, loyalty, and customer lifetime value.

You will work closely with the CEO, Product, Affiliate, Marketing, CRM teams to ensure every customer interaction is personalized, automated, data-driven, and commercially effective.

This role is ideal for someone who has built or significantly scaled CRM and retention functions within an iGaming or Betting business.
 

GOALS FOR THE FIRST 90 DAYS

• Conduct a full audit of current marketing operations, team structure, channels, and performance

• Ensure continuity of ongoing marketing initiatives while identifying improvement opportunities

• Evaluate existing marketing processes and implement quick wins

• Assess team capabilities and identify hiring needs

• Build a roadmap for marketing optimization and future scaling

• Establish clear KPIs and reporting frameworks across all marketing functions

• Develop a strategic growth plan aligned with business objectives
 

WHAT YOU WILL DO

• Own and execute the overall marketing strategy across all acquisition and retention channels

• Lead CRM, Affiliate Marketing, Organic Marketing, Social Media, Digital Marketing, and Brand Marketing initiatives

• Build, manage, mentor, and scale the marketing team

• Develop marketing processes, reporting structures, and operational frameworks

• Analyze channel performance and allocate budgets based on ROI and business impact

• Identify growth opportunities and launch new acquisition initiatives

• Improve customer acquisition, retention, and lifetime value metrics

• Work closely with Product, Operations, and Executive teams to support business growth

• Drive marketing innovation, testing, experimentation, and optimization

• Ensure compliance with local regulatory and licensing requirements

• Provide regular reporting, insights, and recommendations to senior leadership

• Act as a key stakeholder in strategic business decisions

WHAT WE ARE LOOKING FOR

• 5+ years of experience in iGaming, Betting (CRM/Retention experience will be a plus)
• 3+ years in a leadership position managing multiple marketing functions
• Strong understanding of player lifecycle management and behavioral segmentation.
• Experience managing multi-channel CRM communications (Email, SMS, Push, WhatsApp, In-App).
• Proven experience designing automated customer journeys and lifecycle campaigns.
• Strong knowledge of loyalty programs, bonus mechanics, VIP lifecycle, and player engagement strategies.
• Deep understanding of retention KPIs, customer analytics, cohort analysis, and LTV optimization.
• Experience working with CRM and marketing automation platforms.
• Strong analytical mindset with the ability to translate data into commercial decisions.
• Experience collaborating with BI, Product, and Commercial teams.
• Comfortable working in fast-paced startup or scale-up environments.
• Strong leadership, communication, and stakeholder management skills.
• B2+ English.
   

NICE TO HAVE

• Experience in the South African betting market.
• Experience with licensed sportsbook and casino operators.
• Experience building CRM teams from scratch.
• Experience launching or scaling CRM operations across multiple brands.
• Experience with predictive analytics, personalization, AI-driven CRM, or recommendation engines.
• Experience working with VIP programs and high-value player retention.
   

WHY JOIN US

• Own the entire Retention and CRM function for a fast-growing betting business.
• Direct collaboration with founders and executive leadership.
• High level of ownership and decision-making authority.
• Opportunity to build your own CRM strategy, team, and processes.
• Fully remote work environment.
• Fast-growing company with ambitious expansion plans.
• Competitive compensation package.
• Performance-based bonus opportunities.
• Dynamic startup culture with significant growth potential.
• Make a measurable impact on customer growth, engagement, and revenue.