AI CRM and Retention Automation Lead

Description

We are looking for an AI CRM & Retention Automation Lead to own the design, build, and scaling of a production-level AI-driven CRM system for player retention.

The role sits in the Revenue department and reports directly to the CRO.

This is not a classic CRM or campaign execution position. You will define the architecture, connect data, models, and tools into a working system, and move the CRM team from manual campaign building to AI-supervised personalization.

What you will do in the first 3–6 months

• Month 1: Audit current CRM setup, Customer.io usage, data flows, segmentation, churn models, and integrations. Deliver a target architecture.
• Month 2–3: Launch an MVP flow: Player Data → Churn prediction → AI analysis → Offer recommendation → Customer.io campaign → Human approval.
• Month 3–4: Automate segmentation, timing, offer selection, campaign creation, and basic analytics.
• Month 4–6: Put an AI optimization loop into production (Campaign → Results → Analysis → Learning → New recommendation) and prepare the foundation for VIP/PAM AI.

Main outcome of the role
Not the number of campaigns sent. The KPI is how much of the CRM process we can automate while increasing the effectiveness of personalization. The CRM Manager should shift from building campaigns manually to acting as an AI CRM Supervisor who reviews recommendations, approves campaigns, and owns GEO results.

Requirements

• Proven experience building or owning production automation systems that connect data, models, and marketing tools (not only campaign execution).
• Hands-on work with at least one major CRM/marketing automation platform (Customer.io strongly preferred; Optimove, Braze, or Iterable are relevant).
• Practical experience with customer data platforms, data warehouses (BigQuery or Snowflake), and orchestration tools (dbt, Airflow, n8n, Make, or similar).
• Ability to design and implement AI-driven flows: churn/LTV/next-best-action models, recommendation logic, LangChain/LangGraph or direct LLM APIs (Claude, OpenAI).
• Strong systems thinking: you can describe architecture, data flow, agents, integrations, approval layer, and analytics loop, and then build it.
• iGaming, fintech, e-commerce, subscription, or marketplace background with high-volume customer data is a plus.
• Senior / Lead level. You will own the direction: architecture, roadmap, implementation, integrations, AI agents, automation, analytics, documentation, and scaling.

What does not fit

• Only creating campaigns in Customer.io or similar tools.
• Only writing prompts or using ChatGPT without system integration.
• Pure dashboard analysis / BI without building automation.
• Pure Python development without CRM and marketing automation context.
• Waiting for a ready technical specification instead of proposing the system design.

Technical assignment during the process

Candidates will be asked to design an AI-driven CRM system for 1M players with an existing churn model and Customer.io: daily player analysis, reactivation targeting, best offer and timing selection, campaign creation, human approval, and a feedback loop. We evaluate architecture, data flow, agents, APIs, decision logic, monitoring, and scalability.