Head of CRM / Retention (TR 1)

🚀 We’re hiring: Head of CRM Retention

We are a fast-growing iGaming company with 1,300+ professionals and 10+ successful projects operating across international markets. We are looking for an experienced Head of CRM Retention to lead and scale our CRM function, with a strong focus on Tier-1 GEOs and high-value player segments.

Responsibilities:

• Own and drive the CRM Retention strategy across Tier-1 markets, ensuring sustainable growth in player engagement, retention, LTV, and revenue.
• Develop market-specific retention approaches based on player behavior, local preferences, regulatory specifics, and competitive landscape.
• Lead, mentor, and develop the CRM team, establishing clear processes, best practices, and performance standards.
• Define, track, and improve key CRM KPIs, including Retention Rate, LTV, ARPU, ROI, Churn Rate, Reactivation Rate, and Conversion Rate.
• Own customer segmentation, lifecycle management, personalization, loyalty mechanics, bonus strategies, and CRM automation.
• Build sophisticated communication journeys across different player lifecycle stages and value segments.
• Work closely with Product, Marketing, BI, Analytics, VIP, and Acquisition teams to create data-driven retention initiatives.
• Identify growth opportunities through cohort analysis, player behavior, market trends, and competitor benchmarking.
• Continuously test and optimize CRM campaigns, offers, communication channels, and retention mechanics.

• Ensure CRM activities are adapted to the expectations and behavioral patterns of players in highly competitive Tier-1 markets.

   

Requirements:

• 4+ years of experience in CRM, Retention, or Lifecycle Marketing within the iGaming industry.
• 2+ years of experience leading CRM teams.
• Proven hands-on experience with Tier-1 GEOs and a strong understanding of mature, highly competitive iGaming markets.
• Experience managing CRM strategies for high-value and VIP player segments will be a strong advantage.
• Strong expertise in retention strategy, loyalty programs, player segmentation, bonus mechanics, CRM automation, personalization, and lifecycle management.
• Proven ability to improve key retention metrics through data-driven experimentation and optimization.
• Strong analytical skills and confidence working with player data, cohorts, funnels, and CRM performance metrics.
• Experience with CRM platforms; Smartico experience will be a strong plus.
• Ability to combine strategic ownership with hands-on execution in a fast-paced environment.
• Upper-Intermediate English or higher.

• Fluent Ukrainian or Russian communication skills.

   

What We Offer:

🌍 Fully remote work
💰 Competitive salary
🏖 Paid vacation, sick leave, and Birthday Day Off
📈 Opportunity to build and scale the CRM Retention function across Tier-1 markets
🤝 Strong team culture and fast decision-making
🚀 High level of ownership and direct impact on business growth

Ready to take ownership of CRM Retention and drive player value across Tier-1 markets?