CRM Retention Specialist

About the Opportunity

We are hiring for our partner — an online casino operating in Tier 1 markets — and are looking for an experienced CRM Retention Specialist to improve player engagement, retention, reactivation, and lifetime value (LTV).

In this role, you will focus on developing and executing targeted CRM campaigns, optimizing player journeys, and implementing retention mechanics that encourage long-term player engagement and contribute to revenue growth.

You will work closely with the team to analyze player behavior, identify churn risks, and continuously improve campaign performance through segmentation, testing, and data-driven optimization.

Markets: Tier 1 countries
Employment type: Full-time
Location: Remote

Responsibilities

• Develop and execute retention and reactivation campaigns to increase player engagement and lifetime value.
• Manage player lifecycle communications, including onboarding, second and third deposit campaigns, inactivity triggers, and win-back campaigns.
• Segment players based on behavior, activity, value, product preferences, and churn risk.
• Launch and optimize multichannel CRM campaigns across email, SMS, push notifications, on-site messaging, and Telegram.
• Work with promotional mechanics, including free spins, reload bonuses, cashback, and tournaments, to improve retention and reactivation.
• Monitor campaign performance, analyze results, and optimize communication timing, messaging, channels, and promotional offers.
• Conduct A/B tests to identify the most effective retention strategies and improve campaign performance.
• Track key CRM metrics and prepare regular reports on retention, reactivation, player activity, and campaign effectiveness.
• Collaborate with analytics, payments, and fraud teams to improve campaign efficiency and minimize bonus abuse.
• Ensure CRM campaigns comply with responsible gaming standards and applicable regulations in Tier 1 markets.

Requirements

• 2+ years of experience in CRM, retention, or lifecycle marketing within the online casino or iGaming industry.
• Experience working with Tier 1 markets.
• Practical experience in launching and optimizing retention, reactivation, and player engagement campaigns.
• Understanding of player lifecycle management, segmentation, churn prevention, and reactivation mechanics.
• Hands-on experience with CRM platforms and marketing automation tools.
• Knowledge of casino promotional mechanics, including free spins, reload bonuses, cashback, wagering requirements, and bonus abuse prevention.
• Strong analytical skills and experience working with Excel or Google Sheets.
• Ability to interpret campaign performance data and translate insights into actionable improvements.
• SQL knowledge and experience with CRM analytics tools will be a plus.
• Intermediate or higher English proficiency.

Key Performance Indicators

Your performance will be measured by:

• FTD to 2nd Deposit Rate — effectiveness of early-stage retention campaigns.
• D7 / D30 Retention — ability to maintain player engagement over time.
• Reactivation Rate — success in bringing inactive players back.
• CRM-attributed NGR — revenue generated through CRM activities.
• Bonus Cost as % of GGR — efficiency of promotional campaigns.

What We’re Looking For

We are looking for a hands-on CRM Retention Specialist who understands player behavior, knows how to build effective retention campaigns, and uses data to continuously improve results.

You should be comfortable working with player segmentation, promotional mechanics, and lifecycle communications, with a strong focus on measurable outcomes rather than simply launching campaigns.

If you have experience improving player retention and reactivation in competitive Tier 1 markets and want to make a direct impact on business performance, we would be happy to hear from you.