Middle CRM/Retention Manager

About the role

We’re looking for a hands-on CRM & Retention Manager to build and optimize player lifecycle communication across Tier-1 markets, with a strong focus on Canada.
You’ll work directly in Smartico, launch retention campaigns, manage segmentation and gamification, and improve player engagement through data-driven decisions.

Responsibilities

• Build, launch, and optimize CRM campaigns in Smartico.
• Create player segments based on lifecycle stage, behaviour, and value.
• Manage Email, SMS, Push, In-App, and triggered communication.
• Build and optimize retention, reactivation, churn-prevention, and VIP flows.
• Configure bonuses, promotions, tournaments, and gamification mechanics.
• Monitor CRM performance: Retention Rate, CR, ARPU, Bonus Cost, Bonus ROI.
• Run A/B tests and improve campaigns based on results.
• Work with Product, BI, Design, Support, and other teams on CRM initiatives.
• Maintain CRM documentation and campaign logic.

• Identify opportunities to improve player engagement and LTV.

   

Requirements

• 2+ years of CRM/Retention experience in iGaming.
• Hands-on Smartico experience is a must.
• Experience across Tier-1 markets
• Strong understanding of segmentation and player lifecycle.
• Experience with retention, reactivation, bonus, and promotional campaigns.
• Understanding of key CRM metrics: D3/D7/D30 Retention, CR, ARPU, Churn, Bonus ROI.
• Strong analytical mindset.
• Experience working with A/B testing and campaign optimization.
• English B2+.
• High ownership, reliability, and execution speed.

Nice to have

• Tier-1 experience, especially Canada.
• Experience with Customer.io, SendGrid, or similar tools.
• Power BI/SQL knowledge.
• Experience with gamification mechanics.
• Experience working closely with Product teams.

What we offer

• Remote-first setup with flexible hours.
• Direct access to decision-makers and fast feedback loops.
• Autonomy and visible impact on product metrics.
• Paid vacation and sick leave.
• Performance-based salary review.
• Opportunity to grow inside a fast-scaling Tier-1 product.

Hiring process

1. HR Interview
2. Interview with the CRM/Retention Lead and Head of Growth

Apply: send your CV and a short note on your experience with Tier-1/Smartico and your salary expectations.