Add Talent Solutions

Every first deposit starts a story. You decide how it goes.

Most CRM roles hand you a platform and a calendar and ask you to send more. This one hands you two iGaming brands across Tier 1 markets and asks a bigger question: what would player retention look like if it were built properly, from the data up?

We've been operating successfully for over 6 years, backed by ambitious industry innovators with a strong multi-regional presence. Now we're rebuilding CRM into an omnichannel, automated, AI-assisted engine that is measured down to the cohort. We need the person who can design it, build it with their own hands, and teach a team to run it. You'll lift engagement, retention and lifetime value through segmented communications, localised campaigns and smart automation, and you'll see your impact directly in deposit activity, average deposit size and player retention.

What you'll build

• The strategy. You'll develop and run the omnichannel CRM strategy, product mechanics and communications for both brands, covering onboarding, retention, engagement and monetisation.
• The CRM architecture. Email, SMS, push, in-app, on-site and messengers, all working as one system. You'll set up the data model, events, journeys, frequency caps and channel priority, and you'll ship it.
• The player journey, end to end. Registration, first deposit, the critical second deposit, at-risk, lapsed, VIP. You'll map every touchpoint, track it and make every step count, starting with early onboarding.
• Innovate user engagement formats. You'll invent them, work out the numbers and prove they pay back.
• Campaigns that land. You'll plan, coordinate and run multi-channel campaigns hands-on, with promo mechanics matched to player psychotypes, behavioural triggers and traffic source.
• Real personalisation. More than a first name in the subject line: the right offer, game, moment and channel for each player, driven by behaviour and predictive scores.
• Every market in its own voice. CRM tailored to local languages, cultural nuances and player preferences. You'll oversee multi-language content and keep deliverability healthy in every channel.
• Automation and AI at the core. You'll move manual campaigns into triggered journeys and put AI to work on copy, translation, creative, segment discovery and send-time optimisation, with smart guardrails.
• Data you can trust. You'll analyse player behaviour, define the dashboards with BI, run the test pipeline and show uplift against holdout groups.
• A team that levels up. You'll hire, coach and train CRM Managers, Specialists and Juniors across geos, and leave playbooks behind so the knowledge stays with the team.
• Strong partnerships. You'll work closely with Product, Development, Marketing, BI, Customer Success and Support so that CRM drives the business goals.

Why this role is different

• Clear, honest targets from day one. Within your first two weeks you'll co-write a KPI roadmap tied to your bonus, so you'll always know what winning looks like.
• Real ownership. Architecture, promo budget, test roadmap and team are yours to shape.
• Room to experiment. New formats and AI pilots every quarter are part of the job description. Stay ahead of iGaming CRM trends and bring them to life.
• Visible impact. Your work shows up directly in retention, churn, deposit frequency, average deposit size, LTV and payback.
• Engagement done responsibly. Responsible gambling safeguards are built into the data layer, not added at the end.

You're probably who we're looking for if…

• You have 5+ years in CRM or retention, including 3+ in iGaming (casino and/or sportsbook), ideally in Tier 1 markets.
• You bring deep, hands-on Customer Journey Optimisation and have implemented and tested strategies across multiple channels.
• You've worked hands-on in Customer.io, Optimove, Smartico, Xtremepush, Braze or similar, at admin level, with strong segmentation and personalisation skills.
• You've implemented or migrated an omnichannel CRM: event specs, data mapping, QA and go-live.
• You've solved deliverability and localisation issues in multi-channel engagement.
• You write SQL, live in a BI tool, are strong at A/B testing and campaign optimisation, and can't let a campaign go without measuring its incremental impact.
• You use AI every day in your work and can show results.
• You can run multiple CRM projects at once in a fast-paced organisation.
• You've lifted FTD retention, reactivation or CRM revenue share, and you have the numbers to prove it.
• Your English is Upper-Intermediate (B2) or higher.

What we offer

• A competitive salary and real growth within a forward-thinking team.
• Fully remote work with flexible environment.
• 20 paid vacation days a year, plus learning and development programmes.
• A high-performing product with strong market traction.
• Opportunity for growth at professional levels, attending top industry events and conferences, and international workshops at our competence centers.

We're looking for a commercially sharp payments professional to own our PSP and payment-provider ecosystem from the business side - spotting the next great provider before competitors do, negotiating terms that actually move the needle, and making sure every contract we sign is one we're happy to live with.

This is a business development and relationship role, not a technical one. You won't be configuring gateways - you'll be researching the market, building the pipeline, sitting across the table in negotiations, and keeping our contracts and compliance position airtight. You'll work closely with our PSP Integrations Manager (who owns the technical build) plus Legal, Compliance and Finance.

What you'll do

• Continuously research the payments landscape and competitor payment offerings - know who's entering the market, who's improving pricing, and where we have a gap before it becomes a problem.
• Build and manage a pipeline of prospective PSPs, acquirers, aggregators and local payment-method providers, and represent us at industry events.
• Lead commercial negotiations - processing fees, FX, reserves, settlement terms, SLAs - backed by real market benchmarking.
• Own contract and business-terms management end to end: coordinate redlines with Legal, track renewals well ahead of expiry, and maintain a single source of truth for every provider's commercial terms.
• Coordinate with Compliance on licensing fit and KYB onboarding for every new provider, before anything reaches signature.
• Manage ongoing commercial relationships with key providers, including quarterly business reviews.
• Report regularly to Payments leadership on pipeline, negotiation status, renewal risk and market intelligence.

What we're looking for

• 4+ years in payments business development, commercial partnerships or PSP/vendor relationship management - ideally in iGaming, fintech or another regulated high-risk online sector.
• A track record of negotiating and closing provider contracts, with real, quantifiable outcomes.
• Contract-literate: comfortable reading and challenging fee schedules, reserve terms, SLAs and termination clauses.
• A researcher's instinct - you build market intelligence proactively, not just react to what lands in your inbox.
• Working knowledge of the payments landscape relevant to iGaming (card acquiring, APMs, wallets, open banking, crypto, local methods).
• Comfortable coordinating with Compliance/Legal as a routine part of the job.
• Strong written and verbal negotiation skills.

Nice to have

• An existing network of PSP/acquirer/aggregator contacts in iGaming.
• Negotiation experience across multiple Tier-1 markets (UK/IE, Canada, ANZ, DACH, Nordics, Benelux).
• Experience with vendor KYB/compliance onboarding processes.
• Experience building a market-intelligence or competitor-tracking function from scratch.

What's on offer

• Competitive salary;
• Remote work in a flexible environment;
• 20 working days of paid vacation and education projects;
• Great product with our software solution;
• Opportunity for growth at professional levels, attending top industry events and conferences, and international workshops at our competence centers.

This position entails a schedule that is not always the standard Monday-Friday 5-day workweek, shifts may fall on weekends or in the evening.

The Role

We're looking for a strategic, data-driven Head of VIP to own the design, performance, and continuous optimization of our VIP retention program across T1 and T2 casino markets. You'll set the strategy, bring innovation, novel ideas, own the numbers, and lead through a dedicated VIP Team Leader who runs day-to-day execution. You'll spend your time on segmentation, cohort analysis, program design, and cross-functional influence, stepping into the player-facing world only for your top 10–20 Tier-1 accounts and genuine crisis escalations.

What You'll Own

• Strategic Analytics: Design and maintain our multi-tier segmentation (Mass Market / Pre-VIP / VIP) and cohort framework (Active, Churn, Reactivated, New), and deliver 7-day, 14-day, and monthly performance intelligence across every project and market.
• Program Strategy and Tactics: Own the annual VIP Retention Marketing Calendar — campaign design, offer mechanics, seasonal activations, and a structured testing roadmap.
• Retention & Reactivation: Build predictive churn early-warning capability, design win-back mechanics, and personally step in on high-stakes closure situations escalated by your Team Leader.
• Business Performance: Own retention rate, churn reactivation, NGR/deposit growth, LTV, bonus efficiency ratio, and surplus margin — and report on them monthly to leadership.
• Cross-Functional Leadership: Partner with Product, Marketing, CRM, Compliance, and Finance to keep VIP strategy aligned with the wider business, and represent the segment at board level.
• Team Leadership: Set the department's KPI framework and give strategic direction to your VIP Team Leader — who owns scheduling, coaching, QA, and the day-to-day player relationship.

What We're Looking For

• Proven track record building or scaling a VIP program in iGaming/gambling, ideally across regulated T1/T2 markets.
• Fluency with the metrics that actually run a VIP book: NGR (not just GGR), cohort-based LTV, LTV:CAC, bonus efficiency, and surplus margin.
• Experience leading through a manager layer rather than running a desk personally — comfortable setting direction and holding a Team Leader accountable to KPIs, not doing the coaching yourself.
• Strong cross-functional influence — you've shaped Product, Marketing, and Compliance decisions with data, not just requested changes.
• Working knowledge of the regulatory constraints that shape VIP marketing in T1/T2 markets (e.g. UK affordability checks, MGA/EU advertising rules, responsible gambling obligations).

🎓 Education & Experience:

• Bachelor’s degree in Business, Marketing, or a related field.
• A minimum of 3 years of experience in VIP management or a similar role, with at least 2 years in a leadership position.

🌍 Why You Should Join Us

• Competitive Compensation: Enjoy a highly competitive salary and performance-based bonuses.
• Remote Flexibility: Work from anywhere as part of an international and geographically diverse team.
• Professional Growth: We invest in your career development with ample opportunities for learning and growth.
• Exciting Challenges: Join a forward-thinking, fast-growing company at the forefront of the iGaming industry.

Ready to take your VIP expertise to the next level? Apply now and help us redefine the VIP experience, shape the future of player engagement, and make a lasting impact in the iGaming world.

🚀 Apply today and become part of something truly special! 🚀

Description

We are an ambitious, fast-growing iGaming company delivering high-quality entertainment and an exceptional player experience across Tier 1 and Tier 2 European markets. As we scale, we are looking for a commercially minded Head of Customer Support & Success to build and lead a function that does more than answer tickets. It will protect player satisfaction, drive deposits and retention, and operate as a revenue-generating part of the business.

Your Mission

You will own the design, leadership and continuous optimisation of our Customer Support & Success operation. You will combine lean processes, hands-on AI and automation, and data-driven player engagement to deliver faster, better service at scale.

Your Key Responsibilities

Leadership & Operations

• Build and manage a lean, technology-driven, multilingual Customer Support department, with full ownership of structure, processes and performance.
• Recruit, train, mentor and quality-check agents and team leads. Establish performance management, retention and personal and departmental KPI baselines.
• Build strong, business-oriented collaboration with Platform, Development, BI, Marketing, Promo, Product and third-party partners.
• Design and implement transparent support procedures, policies and standards.

Commercial Processes

Launch, review and refine the processes covering:

• Sales and deposit conversion via Live Chat, Phone, SMS and Messenger Apps, including payment method suggestions, failed-deposit resolution and KYC collection
• Player onboarding and activation, and pre-VIP / VIP reach-outs
• Upsell and cross-sell, with scripts and coaching, in coordination with Marketing, Promo and Product
• Player reactivation, retention and loyalty workflows
• Emergency and non-standard situation handling
• Critical issue reporting, escalation and resolution
• Product reputation: monitoring social media and review platforms

Technology, AI & Automation

• Implement and configure Live Chat, ticketing and omni-channel CRM systems that pool player data for effective service.
• Hands-on implementation of automations, support bots, multilingual self-service guides and AI-driven support solutions to handle critical load.
• Introduce AI-based QA of service quality.
• Develop player profiling, data-driven personalisation and new engagement and re-engagement formats. Contribute to UX/UI and product development through player research and feedback.

Knowledge, Measurement & Reporting

• Create and maintain a knowledge base for onboarding, training and daily operations, with documented workflows for internal procedures and external collaborations.
• Define, monitor and report main and secondary KPIs, plus department-level business-impact metrics, with transparent tracking of initiatives and their financial outcomes.
• Partner with BI on reliable reporting and data-informed decision-making.

What We're Looking For

• Proven leadership in Customer Support / Success within iGaming, ideally in European T1/T2 markets
• Track record of building and scaling efficient, tech-enabled support teams
• A commercial mindset, with experience turning support into a driver of deposits, retention and VIP development
• Hands-on experience implementing CRM, Live Chat, ticketing, telephony and omni-channel solutions
• Practical experience deploying automation, chatbots and AI tools in support operations
• Data-driven approach, with experience building KPI frameworks and business-impact reporting
• Excellent communication skills and the ability to influence cross-functional stakeholders
• Player-centric approach that balances empathy with commercial acumen
• Familiarity with best practice from leading iGaming operators is a plus
• Upper-Intermediate English; additional European languages are a bonus

Why Join Us?

• Shape the player experience of a high-growth iGaming brand
• Full ownership: build and redesign the department your way
• A real mandate to innovate with AI and automation
• Work with an international, ambitious team
• Competitive compensation plus performance-based incentives

We are an ambitious, fast-growing iGaming company delivering high-quality entertainment and an exceptional player experience across Tier 1 and Tier 2 European markets. As we scale, we are looking for a commercially minded Head of Customer Support & Success to build and lead a function that does more than answer tickets. It will protect player satisfaction, drive deposits and retention, and operate as a revenue-generating part of the business.

Your Mission

You will own the design, leadership and continuous optimisation of our Customer Support & Success operation. You will combine lean processes, hands-on AI and automation, and data-driven player engagement to deliver faster, better service at scale.

Your Key Responsibilities

Leadership & Operations

• Build and manage a lean, technology-driven, multilingual Customer Support department, with full ownership of structure, processes and performance.
• Recruit, train, mentor and quality-check agents and team leads. Establish performance management, retention and personal and departmental KPI baselines.
• Build strong, business-oriented collaboration with Platform, Development, BI, Marketing, Promo, Product and third-party partners.
• Design and implement transparent support procedures, policies and standards.

Commercial Processes

Launch, review and refine the processes covering:

• Sales and deposit conversion via Live Chat, Phone, SMS and Messenger Apps, including payment method suggestions, failed-deposit resolution and KYC collection
• Player onboarding and activation, and pre-VIP / VIP reach-outs
• Upsell and cross-sell, with scripts and coaching, in coordination with Marketing, Promo and Product
• Player reactivation, retention and loyalty workflows
• Emergency and non-standard situation handling
• Critical issue reporting, escalation and resolution
• Product reputation: monitoring social media and review platforms

Technology, AI & Automation

• Implement and configure Live Chat, ticketing and omni-channel CRM systems that pool player data for effective service.
• Hands-on implementation of automations, support bots, multilingual self-service guides and AI-driven support solutions to handle critical load.
• Introduce AI-based QA of service quality.
• Develop player profiling, data-driven personalisation and new engagement and re-engagement formats. Contribute to UX/UI and product development through player research and feedback.

Knowledge, Measurement & Reporting

• Create and maintain a knowledge base for onboarding, training and daily operations, with documented workflows for internal procedures and external collaborations.
• Define, monitor and report main and secondary KPIs, plus department-level business-impact metrics, with transparent tracking of initiatives and their financial outcomes.

• Partner with BI on reliable reporting and data-informed decision-making.

   

What We're Looking For

• Proven leadership in Customer Support / Success within iGaming, ideally in European T1/T2 markets
• Track record of building and scaling efficient, tech-enabled support teams
• A commercial mindset, with experience turning support into a driver of deposits, retention and VIP development
• Hands-on experience implementing CRM, Live Chat, ticketing, telephony and omni-channel solutions
• Practical experience deploying automation, chatbots and AI tools in support operations
• Data-driven approach, with experience building KPI frameworks and business-impact reporting
• Excellent communication skills and the ability to influence cross-functional stakeholders
• Player-centric approach that balances empathy with commercial acumen
• Familiarity with best practice from leading iGaming operators is a plus
• Upper-Intermediate English; additional European languages are a bonus

Why Join Us?

• Shape the player experience of a high-growth iGaming brand
• Full ownership: build and redesign the department your way
• A real mandate to innovate with AI and automation
• Work with an international, ambitious team
• Competitive compensation plus performance-based incentives

Team Lead — VIP Relationship & Retention

Reports to: Head of VIP Department 

Direct reports: VIP Managers, Pre-VIP Managers, VIP Chat Managers 

The Role

We're looking for a hands-on, player-first Team Lead to run our VIP service desk day to day. You'll lead a team of VIP, Pre-VIP, and Chat Managers, personally own our highest-value player relationships, and turn the retention strategy set by our Head of VIP into flawless execution — every shift, every escalation, every offer delivered right, to the right player, at the right time. If you love coaching people, solving problems live, and being the calm voice a VIP trusts when things get tense, this is your seat.

What You'll Own

• Team Leadership: hire, onboard, and performance-manage 6–8 VIP/Pre-VIP/Chat Managers — weekly 1-on-1s, monthly scorecards, real-time coaching on live interactions.
• Service Delivery: run shift rotas for 24/7 VIP coverage, allocate the player portfolio across your team, and lead the daily huddle at the start of every shift.
• Quality Assurance: sample and score 5–10 interactions per manager weekly; run monthly calibration sessions to keep the whole team's standards aligned.
• Crisis & Escalation: personally step in on account-closure threats, high-value disputes, and sensitive complaints — the senior voice VIPs get put through to when it matters.
• Tier-1 Relationships: personally manage our top 10–20 VIP accounts — birthdays, milestones, and the kind of recognition that keeps them loyal.
• Strategy Execution: translate the Head of VIP's campaign calendar into weekly team targets, and make sure every offer goes out accurately and on time.
• Voice of Customer: collect and categorize player feedback, and report themes monthly to the Head of VIP and Product team.

What We're Looking For

• Experience leading a frontline team in VIP account management, high-touch customer service, or player relations — ideally in iGaming/gambling.
• A genuine coach: comfortable giving real-time feedback, running QA calibration, and developing people, not just monitoring them.
• Calm under pressure — you can de-escalate a VIP threatening to close their account without losing your composure or overpromising.
• Operationally sharp: rota planning, SLA management, and payroll/KPI validation are second nature, not an afterthought.
• Working knowledge of responsible-gambling obligations and how they apply to VIP servicing in T1/T2 markets.
• 2+ years in a team-leadership or senior account-management role within iGaming, hospitality VIP services, or a comparable high-touch environment.

Why Join Us

• Real ownership of the player relationships that matter most to the business, with a direct line to strategic leadership.
• Competitive salary and performance-based bonus structure.
• Remote-first, internationally distributed team.
• Clear growth path — this is the operational proving ground for future Head of VIP talent.

The Role

We're looking for a strategic, data-driven Head of VIP to own the design, performance, and continuous optimization of our VIP retention program across T1 and T2 casino markets. You'll set the strategy, bring innovation, novel ideas, own the numbers, and lead through a dedicated VIP Team Leader who runs day-to-day execution. You'll spend your time on segmentation, cohort analysis, program design, and cross-functional influence, stepping into the player-facing world only for your top 10–20 Tier-1 accounts and genuine crisis escalations.

What You'll Own

• Strategic Analytics: Design and maintain our multi-tier segmentation (Mass Market / Pre-VIP / VIP) and cohort framework (Active, Churn, Reactivated, New), and deliver 7-day, 14-day, and monthly performance intelligence across every project and market.
• Program Strategy and Tactics: Own the annual VIP Retention Marketing Calendar — campaign design, offer mechanics, seasonal activations, and a structured testing roadmap.
• Retention & Reactivation: Build predictive churn early-warning capability, design win-back mechanics, and personally step in on high-stakes closure situations escalated by your Team Leader.
• Business Performance: Own retention rate, churn reactivation, NGR/deposit growth, LTV, bonus efficiency ratio, and surplus margin — and report on them monthly to leadership.
• Cross-Functional Leadership: Partner with Product, Marketing, CRM, Compliance, and Finance to keep VIP strategy aligned with the wider business, and represent the segment at board level.
• Team Leadership: Set the department's KPI framework and give strategic direction to your VIP Team Leader — who owns scheduling, coaching, QA, and the day-to-day player relationship.

What We're Looking For

• Proven track record building or scaling a VIP program in iGaming/gambling, ideally across regulated T1/T2 markets.
• Fluency with the metrics that actually run a VIP book: NGR (not just GGR), cohort-based LTV, LTV:CAC, bonus efficiency, and surplus margin.
• Experience leading through a manager layer rather than running a desk personally — comfortable setting direction and holding a Team Leader accountable to KPIs, not doing the coaching yourself.
• Strong cross-functional influence — you've shaped Product, Marketing, and Compliance decisions with data, not just requested changes.
• Working knowledge of the regulatory constraints that shape VIP marketing in T1/T2 markets (e.g. UK affordability checks, MGA/EU advertising rules, responsible gambling obligations).

🎓 Education & Experience:

• Bachelor’s degree in Business, Marketing, or a related field.
• A minimum of 3 years of experience in VIP management or a similar role, with at least 2 years in a leadership position.

🌍 Why You Should Join Us

• Competitive Compensation: Enjoy a highly competitive salary and performance-based bonuses.
• Remote Flexibility: Work from anywhere as part of an international and geographically diverse team.
• Professional Growth: We invest in your career development with ample opportunities for learning and growth.
• Exciting Challenges: Join a forward-thinking, fast-growing company at the forefront of the iGaming industry.

Ready to take your VIP expertise to the next level? Apply now and help us redefine the VIP experience, shape the future of player engagement, and make a lasting impact in the iGaming world.

🚀 Apply today and become part of something truly special! 🚀

Every first deposit starts a story. You decide how it goes.

Most CRM roles hand you a platform and a calendar and ask you to send more. This one hands you two iGaming brands across Tier 1 markets and asks a bigger question: what would player retention look like if it were built properly, from the data up?

We've been operating successfully for over 3 years, backed by ambitious industry innovators with a strong multi-regional presence. Now we're rebuilding CRM into an omnichannel, automated, AI-assisted engine that is measured down to the cohort. We need the person who can design it, build it with their own hands, and teach a team to run it. You'll lift engagement, retention and lifetime value through segmented communications, localised campaigns and smart automation, and you'll see your impact directly in deposit activity, average deposit size and player retention.

What you'll build

• The strategy. You'll develop and run the omnichannel CRM strategy, product mechanics and communications for both brands, covering onboarding, retention, engagement and monetisation.
• The CRM architecture. Email, SMS, push, in-app, on-site and messengers, all working as one system. You'll set up the data model, events, journeys, frequency caps and channel priority, and you'll ship it.
• The player journey, end to end. Registration, first deposit, the critical second deposit, at-risk, lapsed, VIP. You'll map every touchpoint, track it and make every step count, starting with early onboarding.
• Innovate user engagement formats. You'll invent them, work out the numbers and prove they pay back.
• Campaigns that land. You'll plan, coordinate and run multi-channel campaigns hands-on, with promo mechanics matched to player psychotypes, behavioural triggers and traffic source.
• Real personalisation. More than a first name in the subject line: the right offer, game, moment and channel for each player, driven by behaviour and predictive scores.
• Every market in its own voice. CRM tailored to local languages, cultural nuances and player preferences. You'll oversee multi-language content and keep deliverability healthy in every channel.
• Automation and AI at the core. You'll move manual campaigns into triggered journeys and put AI to work on copy, translation, creative, segment discovery and send-time optimisation, with smart guardrails.
• Data you can trust. You'll analyse player behaviour, define the dashboards with BI, run the test pipeline and show uplift against holdout groups.
• A team that levels up. You'll hire, coach and train CRM Managers, Specialists and Juniors across geos, and leave playbooks behind so the knowledge stays with the team.
• Strong partnerships. You'll work closely with Product, Development, Marketing, BI, Customer Success and Support so that CRM drives the business goals.

Why this role is different

• Clear, honest targets from day one. Within your first two weeks you'll co-write a KPI roadmap tied to your bonus, so you'll always know what winning looks like.
• Real ownership. Architecture, promo budget, test roadmap and team are yours to shape.
• Room to experiment. New formats and AI pilots every quarter are part of the job description. Stay ahead of iGaming CRM trends and bring them to life.
• Visible impact. Your work shows up directly in retention, churn, deposit frequency, average deposit size, LTV and payback.
• Engagement done responsibly. Responsible gambling safeguards are built into the data layer, not added at the end.

You're probably who we're looking for if…

• You have 5+ years in CRM or retention, including 3+ in iGaming (casino and/or sportsbook), ideally in Tier 1 markets.
• You've led a CRM team of 2 or more, remote and international, for at least 2 years.
• You bring deep, hands-on Customer Journey Optimisation and have implemented and tested strategies across multiple channels.
• You've worked hands-on in Customer.io, Optimove, Smartico, Xtremepush, Braze or similar, at admin level, with strong segmentation and personalisation skills.
• You've implemented or migrated an omnichannel CRM: event specs, data mapping, QA and go-live.
• You've solved deliverability and localisation issues in multi-channel engagement.
• You write SQL, live in a BI tool, are strong at A/B testing and campaign optimisation, and can't let a campaign go without measuring its incremental impact.
• You use AI every day in your work and can show results.
• You can run multiple CRM projects at once in a fast-paced organisation.
• You've lifted FTD retention, reactivation or CRM revenue share, and you have the numbers to prove it.
• Your English is Upper-Intermediate (B2) or higher.

Extra points for: predictive analytics and advanced automation platforms, a loyalty or VIP programme you built from scratch, gamification engines, no-code or Python automation, a second European language, and strong creative thinking and problem-solving.

What we offer

• A competitive salary and real growth within a forward-thinking team.
• Fully remote work with flexible hours.
• 20 paid vacation days a year, plus learning and development programmes.
• A high-performing product with strong market traction.
• Top industry events, conferences and international workshops through our competence centres.

Ready to build the CRM you always wanted to run?

Don't miss your chance to lead in a fast-growing, innovative environment. 

Apply today. Send your CV and one sentence about the retention win you're proudest of, with the number.

Join Our iGaming Team as a Head of Retention in our multi-country product iGaming company with ambitious Industry innovators with regional reach and 6+ years of successful operation. Our portfolio includes three large-scale brands successfully operating across Tier 1 geos.
We pride ourselves on attracting and valuing highly qualified professionals, enabling us to scale and succeed in new markets.

Your Mission: to drive the logic and architecture, coordinate the overall effort of user retention

• ​​Develop and implement a multi-channel overall Retention and CRM strategy for online casinos to boost customer onboarding experience, retention, engagement, and monetization.
• Identify and apply promotional mechanics that align with different user psychotypes and behavioral triggers to drive engagement, loyalty, and conversion.
• Develop, implement, analyse and manage innovative solutions to boost onboarding and retention across traditional as well as SMM, TikTok, Instagram, Messengers, LiveChat and Mobile App. instruments, mechanics and cross-departmental activities.
• Regularly plan and execute multi-channel marketing campaigns using customer segmentation and personalization.
• Analyze user behavior and activity to optimize retention strategies, research and implement relevant proven, trending or innovative product features, communications channels and formats.
• Implement relevant multi-source data collection, integration to enable live automated analysis and reporting, and data-driven decision making.
• Assess the effectiveness of and continuously improve CRM campaigns through analytics and data-driven insights.
• Coordinate SMM, or other traffic-source-specific content, implementations, integration for player onboarding, retention and reactivation, as well as recycling of multi-channel registrations, including Instagram, TikTok, Streamer and Influencers, App-Only users.
• Manage and configure the CRM platform and marketing automation tools, including customer database segmentation.
• Recruit, train, lead and mentor the Retention, Promo, CRM team to deliver the department results.
• Analyse, monitor, organise, coordinate and resolve deliverability rate of communications.
• Collaborate with Product Development, Marketing, BI and Analytics and Customer Success and Support teams to align overall retention with business goals, cross-departmental initiatives and priorities.
• Stay updated on the latest trends and innovations in the iGaming industry.
• Retention Goal Ownership: Fully understand the retention KPIs we aim to achieve (e.g. increased LTV, reduced churn, uplift in ARPU, deposit frequency, etc.) and drive structured improvements toward those goals.
• Cross-functional Supervision: Act as the central point between CRM, BI, product, and bonus engine development to ensure the continuous evolution of the retention system, backed by data and feedback loops.

Our requirements:

• 4+ years of experience as Retention Team Lead.
• In-depth knowledge and hands-on experience of Customer Journey Optimization best practices, with experience in developing and implementing testing strategies across channels, including designing and analyzing contact strategies, automation techniques/tools and customer experience optimization.
• Solid grasp of the full range of promotional tools (bonuses, gamification, rewards, challenges, etc.) and the underlying logic, including their mathematical models, economic constraints, and long-term profitability impact.
• Segment-Oriented Thinking: Skill in building and managing dynamic customer segments based on behavior, value, and lifecycle stage, and applying tailored retention strategies to each.
• Proven ability to manage a team of 4+ people and managing an international and geographically dispersed multicultural English speaking digital team.
• Expertise in developing multi-channel customer engagement strategies.
• Proven hands-on experience of implementing relevant automated Retention reporting.
• Strong knowledge of A/B testing methodologies and data-driven optimization practices.
• Ability to segment customer databases and craft personalized offers.
• Ability to manage and prioritize multiple projects simultaneously within a complex organization.

Preferred:

• Experience with Customer.io system and overall other retention instruments.
• Expertise in designing and implementing loyalty programs.
• Creative thinking and problem-solving abilities.
• English Upper Intermediate.

What we offer:
Our success depends on our talented employees who work online every single day with a sense of purpose and an appetite for progress.
 

• Competitive salary;
• Remote work in a flexible environment;
• 20 working days of paid vacation and education projects;
• Great product with our software solution;
• Opportunity for growth at professional levels, attending top industry events and conferences, and international workshops at our competence centers.