VIP Retention lead (CRM) IGaming

About the Company

We are a product iGaming company developing an international Sportsbook and Casino platform. We are looking for a VIP Retention Lead to drive the growth and retention of our highest-value player segment.

This is not a VIP Host role—you won't communicate with players directly. Instead, you'll build and optimize a scalable CRM-driven VIP retention system through segmentation, personalization, automation, and data-driven decision-making.

About the Role

Our VIP segment generates a significant share of the company's revenue, making this role strategically important to the business.

We're looking for someone who goes beyond launching CRM campaigns and can design a complete VIP Retention ecosystem—from segmentation and offer strategy to churn prediction, personalized customer journeys, and retention economics.

You'll report directly to the Head of CVM, enjoy a high level of ownership, and be responsible for the performance of the VIP segment.

Responsibilities

VIP Lifecycle Management

• Own and develop the end-to-end VIP retention lifecycle.
• Segment VIP players by tier, behavior, and lifecycle stage.
• Build and optimize a Pre-VIP pipeline to identify and nurture high-potential players before they reach VIP status.
• Monitor player movement between VIP tiers and continuously improve retention strategies.

Offer Strategy & Bonus Economics

• Design and maintain a structured offer matrix for different VIP segments.
• Develop personalized bonus mechanics and reward strategies.
• Manage bonus economics and optimize campaign efficiency.
• Present and defend retention strategies and business cases to the Head of CVM.

Churn Prevention & Reactivation

• Build an early churn detection system for VIP players.
• Analyze behavioral signals and implement churn alerts.
• Develop retention strategies for different churn-risk levels.

• Design and manage VIP reactivation programs for inactive players.

   

CRM Campaign Management

• Own the full campaign lifecycle in Smartico:
  • audience segmentation;
  • customer journeys;
  • personalized bonus mechanics;
  • VIP gamification;
  • campaign launches;
  • performance analysis.
• Develop cross-product retention campaigns between Sportsbook and Casino.
• Plan campaigns around major sporting events and business priorities.
• Prepare clear briefs for the Content team on VIP communications and creative assets.

Responsible Gaming

• Integrate Responsible Gaming principles into VIP CRM processes.
• Exclude players with Responsible Gaming risk signals from promotional campaigns.
• Ensure compliance with self-exclusion and responsible gaming policies.

Analytics & Reporting

• Monitor key VIP KPIs using Smartico Data Studio.
• Analyze retention, AV, NGR, and player migration between VIP tiers.
• Conduct post-campaign analysis using control groups.

• Prepare regular performance reports for the Head of CVM.

   

Requirements

• 4+ years of experience in CRM or Retention within the iGaming industry.
• Proven experience working with VIP / High-Value player segments is mandatory.
• Experience designing retention systems—not only executing campaigns.
• Hands-on experience building:
  • segmentation models;
  • offer matrices;
  • churn detection and alert systems;
  • personalized CRM mechanics.
• Practical experience with CRM platforms such as:
  • Smartico (strong advantage);
  • Optimove;
  • Fast Track;
  • or similar platforms.
• Strong analytical skills, including:
  • cohort analysis;
  • LTV modeling;
  • control groups;
  • bonus ROI;
  • retention campaign economics.
• Solid understanding of both Sportsbook and Casino player behavior.
• Experience working with Responsible Gaming principles.
• English sufficient for business communication and reading technical documentation.

Nice to Have

• Experience working with the Indian market.
• Experience building Pre-VIP pipelines.
• Experience with predictive churn models.

• Experience collaborating with VIP Host or VIP Account Management teams.

   

We Offer

• Fully remote work.
• High level of ownership and autonomy.
• Opportunity to build a VIP Retention system almost from scratch.
• Work with one of the most valuable player segments in the iGaming industry.
• Strong product team and modern CRM technology stack.
• Direct impact on key business metrics and product growth.