Retention Team Lead (iGaming)

We are looking for an experienced Retention Team Lead to lead and develop our Retention/CRM team and drive player engagement, loyalty, and revenue across our iGaming products.

Responsibilities

• Lead, manage, and develop the Retention/CRM team;
• Build and execute retention strategies for different player segments;
• Develop and optimize CRM campaigns, promotions, bonuses, and lifecycle journeys;
• Work with segmentation, personalization, and player reactivation;
• Analyze player behavior and identify opportunities to improve retention and LTV;
• Monitor key metrics such as Retention Rate, Churn, LTV, ARPU, GGR, NGR, FTD, Deposit Frequency, and Reactivation Rate;
• Develop and test new retention mechanics, offers, and communication strategies;
• Work closely with CRM, Product, Analytics, VIP, Marketing, and Affiliate teams;
• Set team KPIs, monitor performance, and provide regular feedback;
• Analyze campaign performance and prepare reports for management;
• Identify growth opportunities and implement data-driven improvements;
• Ensure effective use of CRM platforms and communication channels.

Requirements

• 2+ years of experience in Retention / CRM within iGaming;
• Proven experience managing or leading a Retention/CRM team;
• Strong understanding of the iGaming player lifecycle;
• Hands-on experience with player segmentation, reactivation, loyalty, and churn prevention;
• Strong understanding of retention and monetization metrics;
• Experience working with CRM platforms and marketing automation tools;
• Strong analytical and strategic thinking;
• Ability to work with large player databases and translate data into actionable strategies;
• Strong communication and stakeholder management skills;
• Fluent English.

Would Be a Plus

• Experience with Smartico, Optimove, Customer.io, Braze or similar CRM platforms;
• Experience with multiple iGaming GEOs and products;
• Experience developing loyalty/VIP and bonus strategies;
• Strong knowledge of casino and/or sportsbook products;
• Experience working with SQL, BI tools, or advanced analytics;
• Experience building a Retention/CRM function from scratch.

What We Offer

• Remote work;
• Competitive salary + performance-based bonus;
• Opportunity to lead and grow an experienced Retention team;
• Work with established iGaming products and significant player databases;
• High level of autonomy and influence on retention strategy;
• Strong collaboration with Product, Analytics, VIP, Marketing, and CRM teams;
• Professional growth and career development opportunities.