Ace Agency

We are looking for a Team Lead of Retention who will take ownership of the retention function, build an effective CRM and retention system, strengthen the team, and elevate user communications to the next level.

This role is ideal for a strong hands-on leader who can think strategically while staying deeply involved in execution: building communication flows from scratch, developing internal team processes, managing the CRM function, and implementing modern approaches, including AI and process automation.

What you will be responsible for

• Own the retention strategy and further development of the CRM function.
• Build retention flows from scratch, including lifecycle, trigger-based, promotional, reactivation, and behavioral communications.
• Design and implement CRM mechanics to drive retention, LTV, engagement, and repeat activity.
• Manage the CRM platform and communication logic, including hands-on work with Customer.io и Smartico.
• Work with Tier-1 markets, adapting strategies, offers, and communication approaches to highly competitive audiences.
• Develop segmentation, personalization, and user communication scenarios based on data and behavioral insights.
• Lead the retention/CRM team: set priorities, develop team members, and build effective collaboration within the function.
• Establish internal team processes, including planning, production flow, quality control, campaign launches, analytics, testing, and reporting.
• Work closely with Product, Analytics, BI, Marketing, Design, and Engineering teams.
• Launch and scale A/B testing, analyze communication performance, and identify growth opportunities.
• Explore and implement AI-driven solutions for personalization, content generation, CRM operations optimization, and team efficiency.

• Drive and implement automation initiatives across CRM and retention operations.

   

What we are looking for

• 4+ years of experience in Retention / CRM, including experience in a lead or manager role.
• Proven experience working with Tier-1 markets.
• Strong hands-on experience in building retention flows from scratch.
• Solid experience with Customer.io.
• Experience managing the CRM function and developing retention as a structured business capability.
• Team management experience, including task setting, people development, and performance/quality control.
• Proven experience in building internal team processes, from briefing and production pipelines to analytics and post-campaign reviews.
• Strong understanding of CRM metrics, including retention, churn, reactivation, repeat conversion, engagement, and LTV.
• A data-driven mindset with the ability to make decisions based on analytics, cohorts, segmentation, and testing results.
• Ability to combine strategic thinking with hands-on execution.

• Strong cross-functional communication and stakeholder management skills.

   

Nice to have

• Experience in highly competitive B2C digital products.
• Experience with multi-channel CRM, including email, push, in-app, SMS, onsite, and messengers.
• Practical experience integrating AI tools into CRM and marketing workflows.
• Experience automating routine tasks, production processes, and communication orchestration.
• Understanding of lifecycle marketing, customer journey orchestration, and personalization at scale.

• Experience in fast-growing environments where systems need to be built almost from scratch.

   

What matters most in this role

We are looking for someone who:

• knows how to build a retention system, not just run campaigns;
• understands how to engage demanding audiences in Tier-1 markets;
• can be a strong team leader while also going deep into CRM operations;
• sees growth opportunities through AI, automation, and smart personalization;

• can bring structure to processes and scale the function effectively.

   

What we offer

• The opportunity to build and scale the retention function with a direct impact on the business.
• A strong leadership role with real ownership and accountability.
• Room to introduce new approaches, AI tools, and automation solutions.
• A team and environment where you can influence strategy, processes, and outcomes.
• Competitive compensation and terms discussed individually.

We are looking for a strong Senior Product Manager with the ambition to grow into a Head of Product role, who will take ownership of a key product area at the intersection of Casino UX and Payments Experience.

This is a role for someone who can do more than improve a product — someone who can build processes from scratch, shape product culture, create effective cross-functional collaboration, and, over time, build and grow a strong product team.

What you will be responsible for

• Own the development of the Casino UX & Payments Experience product domain, from strategy to execution and scaling.
• Identify growth opportunities in funnels related to deposits, payment flows, conversion, retention, and overall user experience.
• Improve the end-to-end customer journey: from entering the product to making deposits, repeat transactions, and the overall gaming experience.
• Develop product hypotheses based on data, research, user behavior, and business priorities.
• Build product processes from scratch: prioritization, discovery and delivery practices, product analytics, planning rituals, and data-driven decision-making.
• Work closely with Payments, CRM, Analytics, Design, Engineering, Compliance, and Fraud/Risk teams.
• Own the roadmap, goals, and key metrics for the domain.
• Contribute to team building by hiring, onboarding, and developing product managers as the function grows.

• Gradually take on a broader leadership scope, with a clear path toward Head of Product.

   

What we are looking for

• 2–3+ years of experience as a Product Manager / Senior Product Manager in digital products.
• Strong experience in payments, including deposits, PSPs, payment funnels, acceptance rate, declined payments, payment UX, local payment methods, and conversion optimization.
• Solid understanding of product management in high-load B2C products, where speed, metrics, and customer experience are critical.
• Proven experience building processes from scratch — you know how to enter an unstructured environment and turn it into an effective operating system.
• Experience in hiring and/or managing a team, or clear readiness and maturity to step into a leadership role.
• Strong analytical skills: ability to break down funnels, identify growth opportunities, and make decisions based on metrics.
• Ability to communicate confidently with business stakeholders, designers, engineers, and analysts alike.

• High level of proactivity, ownership, systems thinking, and autonomy.

   

Nice to have

• Experience in iGaming / Casino / Betting / Fintech / High-risk payments.
• Experience launching and optimizing payment solutions across multiple geographies.
• Understanding of anti-fraud, risk logic, KYC/AML, and their impact on product UX.
• Experience managing multiple products or an entire product domain.

• Experience building or scaling a product function.

   

What matters most in this role

We are looking not just for a strong PM, but for someone who:

• thinks like a future Head of Product;
• can see the product holistically, from strategy to UX details;
• is able to build systems where none exist yet;

• can attract, develop, and lead a strong team to the next level.

   

What we offer

• A key role in shaping one of the company’s most important product areas.
• High ownership and real opportunity to build and influence the function.
• A clear growth path toward Head of Product.
• A strong business challenge at the intersection of product, UX, payments, and growth.
• Competitive compensation and terms discussed individually.