Middle/Senior Retention Manager

About the role

We are looking for an experienced Retention / CRM Manager to develop and implement player retention strategies across multiple markets.

You will work with different player segments, lead the VIP management team, optimize CRM campaigns, and use data to improve retention, reactivation, and player value.

Responsibilities

• Develop and implement player retention strategies for different markets and segments: VIP, Mass, At-Risk, Dormant, etc.
• Plan and launch CRM campaigns across Email, SMS, Push, In-App, WhatsApp, Viber, and Telegram
• Segment players based on LTV, activity, deposits, game preferences, and churn risk
• Track and analyze key retention metrics: Retention Rate, Churn Rate, ARPU/ARPPU, LTV, Reactivation Rate, and Campaign Conversion Rate
• Manage and develop the VIP Manager team: set goals, monitor KPIs, provide training, and distribute VIP players
• Develop bonus and promotional mechanics together with the Product and Marketing teams
• Work with the CRM platform, including trigger setup and funnel automation
• Monitor competitors and market trends across Tier 1, Tier 2, and Tier 3 markets
• Prepare regular weekly and monthly reports for management

Requirements

• 2+ years of experience as a Retention / CRM Manager in iGaming, Gambling, or Betting
• Strong knowledge of CRM systems and retention mechanics
• Good understanding of iGaming metrics: LTV, CPA, ROI, Retention Rate
• Experience with BI tools such as Power BI, Google Data Studio, or similar
• Advanced Excel / Google Sheets skills, including pivot tables and formulas
• Understanding of African, LATAM, Brazilian, and European markets, including payment methods, player behavior, and regulatory specifics
• English — Upper-Intermediate (B2) or higher

What we offer

• Fully remote position
• Opportunity to work with international iGaming markets
• A role with direct impact on retention strategy and player value
• Collaboration with Product, Marketing, CRM, and VIP teams
• Professional growth within a scaling iGaming company
• Paid vacation and sick leave
• Flexible and results-oriented working environment