CRM / Retention Manager

✨ Welcome to WinMedia — Driving Innovation in iGaming Products! ✨

We build and develop product solutions in the iGaming industry 🎯. Our team works on in-house products, continuously improves internal processes, and uses data-driven approaches to create engaging experiences that drive player engagement, retention, and long-term growth.

We are currently looking for a CRM / Retention Manager who knows that sending the same bonuses to the same users on repeat isn't a strategy — it's just activity without results. We need someone who can build smart automated campaigns, understand bonus economics, experiment with gamification, and turn bold ideas into measurable business outcomes.

If you know how to keep players engaged, bring inactive users back, and make every campaign serve a clear business goal, we want to hear from you. 🚀

📌 About the Role

We are looking for a Senior CRM / Retention Manager who can take ownership of the CRM strategy and customer lifecycle across our iGaming products.

This role goes beyond setting up campaigns. You'll build automated customer journeys, develop personalized retention and reactivation mechanics, optimize bonus spend, and test new approaches to improve player engagement and business performance.

You'll work closely with Product, Analytics, Design, and Content teams to turn hypotheses into campaigns, measure their impact, and scale what actually works.

🔨 Responsibilities

• Develop and execute the CRM / retention strategy for our iGaming products.
• Build and optimize the entire customer lifecycle: onboarding, activation, retention, reactivation, and churn prevention.
• Design automated CRM campaigns and customer journeys based on player behavior, lifecycle stages, and business goals.
• Segment audiences and personalize communications to improve engagement, conversion, and retention.
• Develop and test retention and reactivation mechanics, offers, and bonus strategies.
• Explore and implement tailored approaches for Tier-1 GEOs.
• Work across CRM channels, including Email, Push Notifications, SMS, In-app messaging, and AI Calls.
• Manage bonus economics and collaborate with Analytics to understand bonus effectiveness, optimize costs, and maximize business impact.
• Develop and implement gamification mechanics to drive player engagement and retention.
• Plan, launch, and analyze A/B tests for communications, offers, bonuses, gamification mechanics, and automated CRM flows.
• Monitor campaign performance and optimize activities based on business KPIs, including retention, NGR, bonus rate, ARPPU, and unsubscribe rate.
• Identify the root causes of declining player activity and develop hypotheses to prevent churn and reactivate users.
• Take ownership of new ideas from hypothesis development and validation to implementation, testing, and optimization.
• Make quick HTML edits to CRM templates and ensure campaigns display correctly across channels.

• Collaborate with Product, Design, Analytics, and Content teams to deliver effective CRM initiatives.

   

✅ Requirements

• Proven experience in CRM, Retention, or Lifecycle Marketing, preferably within iGaming.
• Strong understanding of the iGaming customer lifecycle and retention strategies.
• Experience designing and managing automated CRM campaigns and customer journeys.
• Hands-on experience with audience segmentation and personalized communications.
• Understanding of CRM channels, including Email, Push Notifications, SMS, and In-app messaging.
• Experience with retention and reactivation mechanics, promotional offers, and bonus campaigns.
• Understanding of bonus economics and the ability to evaluate campaign effectiveness from a business perspective.
• Experience planning A/B tests, validating hypotheses, and making data-driven decisions.
• Strong analytical skills and the ability to translate campaign results into actionable improvements.
• Understanding of key metrics such as LTV, churn rate, retention rate, reactivation rate, ARPPU, NGR, and bonus rate.
• Experience working with HTML and making edits to email templates.
• Ability to take ownership, work independently, and turn ideas into measurable results.

• Strong communication skills and the ability to collaborate effectively with cross-functional teams.

   

🎯 It Will Be a Plus

• Experience with CRM platforms such as Customer.io, Smartico, Reteno, or OneSignal.
• Experience with advanced segmentation and behavioral targeting.
• Hands-on experience with AI Calls / voice CRM.
• Experience designing gamification mechanics, such as shops, loot boxes, prize wheels, and other interactive features.
• Experience working with VIP and high-value players.
• Experience with Tier-1 GEOs.
• Strong understanding of bonus economics and experience optimizing promotional budgets.
• Ability to identify hidden reasons behind declining player activity and develop effective retention strategies.

• Experience building CRM processes and infrastructure from scratch or scaling existing setups.

   

🎁 What We Offer

💰 Competitive salary

🌍 Full remote work — work from wherever you're most productive.

🚀 Freedom to experiment, test bold hypotheses, and make decisions without unnecessary bureaucracy.

🎯 Real ownership of CRM strategy, campaigns, and retention performance.

🛠️ The opportunity to work with a full range of CRM channels, automation tools, and gamification mechanics.

📊 A data-driven environment where campaign success is measured by business impact, not just the number of messages sent.

🤝 A collaborative team that values initiative, fresh ideas, and people who take ownership of their results.

😎 A friendly team where work doesn't run away — but the wolf might just be out for a walk.