Retention specialist LATAM
About the Company
Our holding is one of the fastest-growing companies in the iGaming industry, serving hundreds of thousands of active players worldwide. We are an international team united by a common goal: to build the best product and customer experience in the entertainment industry.
We are currently launching a new brand in the LATAM region and are looking for an experienced professional to take ownership of one of the most critical revenue-driving areas — managing High Rollers and VIP players from the very beginning of the project.
🚀 About the Role
We are looking for a strong VIP Retention Manager who combines expertise in strategic CRM marketing with exceptional VIP relationship management.
As the first and only specialist in this area, you will be responsible for building the entire VIP Retention function from scratch. Your key responsibilities will include:
Developing VIP retention processes, segmentation, and tier structure tailored to the LATAM market.
Creating a premium customer experience for the brand's most valuable players.
Launching key retention strategies and personalized customer communication.
🎯 Key Responsibilities
1. Build VIP Strategy & Segmentation from Scratch
Develop a comprehensive retention strategy with a strong focus on VIP and High-Value players.
Design the VIP program structure (VIP tiers), qualification criteria, and exclusive player benefits.
Create advanced customer segmentation, from new players to potential High Rollers, including churn-risk identification.
2. Personalized VIP Service & Communication
Develop personalized retention and reactivation strategies for VIP customers.
Build direct communication channels through WhatsApp, Telegram, VIP Support, and private communities.
Personalize offers, rewards, and gifts based on player behavior, preferences, and activity.
3. CRM Campaigns & Bonus Strategy
Create lifecycle communication campaigns (Welcome, Onboarding, Churn Prevention, Reactivation).
Develop a profitable and flexible bonus strategy, including hybrid bonuses, cashback offers, reload bonuses, and exclusive VIP tournaments.
Monitor and optimize VIP KPIs, including NGR, LTV, Bonus Cost, and ROI.
4. Analytics, Optimization & Process Development
Continuously analyze VIP player behavior to identify opportunities for improving retention and revenue.
Conduct A/B testing of bonus mechanics and communication strategies.
Build VIP operational processes from scratch, configure CRM/VIP modules, and document internal procedures.
📋 Requirements
Proven experience working with the LATAM market, including understanding of player behavior, local payment methods, and regional VIP customer specifics.
3+ years of experience in the iGaming industry in positions such as VIP Retention Manager, VIP Account Manager, or CRM Manager, with a strong focus on High-Value players.
Deep understanding of VIP player psychology and customer lifecycle within online gambling and sports betting.
Hands-on experience with CRM, CDP, and ESP platforms, as well as messaging channels used for direct customer communication.
Strong analytical skills, including advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP) and experience with Power BI or Tableau.
Solid understanding of key product, financial, and marketing metrics, including LTV, VIP Churn Rate, NGR, Bonus Ratio, and ARPU.
➕ Nice to Have
Experience working with both LATAM and Asian markets (especially India and Bangladesh).
Experience designing and launching VIP Clubs or VIP Loyalty Programs from scratch.
Experience working in an Agile environment.
What We Offer
Fully remote work format.
Access to educational resources and professional development programs.
A supportive team and exciting professional challenges.
20 working days of paid vacation per year.
Paid sick leave and medical benefits.
Corporate events and regular team gatherings.