Head of Retention iGaming

Head of Retention | iGaming

We’re looking for a Head of Retention to lead CRM and player retention for our iGaming project in the gambling industry. You’ll join the same project as our Affiliate and Business Development teams and work across the areas that shape the player journey and support business growth.

This is a leadership role with real ownership of the retention function. You’ll set the direction for how players are segmented, engaged and reactivated, lead the team responsible for delivering that strategy, and use campaign results to decide what to improve next. You’ll work closely with Product, VIP, BI, Marketing, Affiliate and Business Development colleagues to create relevant player experiences and make retention activity more effective.

Your responsibilities

• Develop and own the player retention and CRM strategy
• Lead the player lifecycle approach, from onboarding and engagement to loyalty, churn prevention and reactivation
• Build and improve player segments, communication journeys and campaign logic
• Oversee automated campaigns across email, SMS, push, in-app and other available channels
• Plan and optimize retention campaigns, promotions and loyalty initiatives
• Use player and campaign data to identify opportunities and improve results
• Set up A/B tests, evaluate outcomes and apply learnings to future campaigns
• Monitor key metrics such as retention, reactivation, repeat deposits, LTV, NGR and bonus costs
• Prepare performance reports and translate findings into clear recommendations
• Lead, coach and develop the retention/CRM team
• Coordinate retention initiatives with Product, VIP, BI, Marketing, Affiliate and Business Development teams

What we’re looking for

• At least 3 years of CRM or player retention experience in iGaming or online casino
• Experience developing and implementing a player retention strategy
• Previous experience leading or developing a CRM/retention team
• Strong understanding of player lifecycle, segmentation, churn prevention and reactivation
• Hands-on experience with CRM platforms and marketing automation
• Experience managing multi-channel campaigns and automated player journeys
• Confident use of analytics, reporting and A/B testing to improve campaign performance
• Ability to connect player engagement metrics with business outcomes
• Strong communication and collaboration skills
• Experience with GR8 Tech or a similar iGaming CRM platform is an advantage

Work format

• Full-time
• Remote, open to candidates worldwide
• English: B2
• Russian: C2