FireMinds Tech

About the Role

We are looking for a data and detailed oriented Senior CRM/Retention Manager with strong ownership and independent mindset to join our growing iGaming team.

In this role, you will be responsible for ownership of end to end CRM/Retention strategy for one of our brands. Including creating/reviewing/adjusting Retention/CRM strategy, bonus policy, promo planning, managing of end to end prod launch of automated, ah-hoc and A/B test campaigns aimed at increasing engagement, retention, reactivation metrics. Works with numerous CRM/Retention tools: classic bonus system and gamification tool and taking part in developing these functionalities.

Conduct data analysing of customer base and campaigns to meet business KPIs (LTV, Bonus rate, Retention Rate, ROMi etc)

You’ll work closely with the internal CRM operational team, product, marketing, analytical, VIP  teams.

Position considering to work with Softswiss ecosystem + Customer.io tool

Key Responsibilities

• Own and drive the end-to-end CRM & Retention strategy for the brand, aligned with business KPIs (LTV, NGR, Retention Rate, Bonus Cost, ROMI)
• Define and continuously optimize player lifecycle strategies (onboarding, activation, retention, reactivation
• Develop and maintain segmentation frameworks.
• Plan and execute CRM calendar (weekly / monthly / event-based: sport, seasonal, local markets)
• Manage setup process of planned and other campaigns along with Operational CRM unit (setup part should be covered by Operational team mainly close to 70%).
• Launch and manage multi-channel campaigns (email, push, in-app, SMS) along with the monitor of delivery and effectiveness.
• Own communication effectiveness of automated journeys, ad-hoc campaigns, triggered campaigns.
• Design and optimize bonus policy and promotional mechanics along with controlling bonus cost efficiency and improving bonus ROI and player value.
• Build and scale automated lifecycle journeys with continuous improvement of personalization and real-time triggers
• Analyze player behavior, cohorts, and campaign performance to identify growth opportunities
• Monitor and optimize core metrics for brand: LTV/ARPU, Retention/Reactivation Rates, Bonus Rate.
• Define and execute structured A/B testing relevant for brand and business needs.
• In collaboration with the Product team define and improve CRM-related features/bonus/ engagement capabilities.
• Close cooperation with Product, Analytical, Marketing, VIP, Operational teams for executing targets and plans.
• Key Requirements
• 3+ years of experience in CRM / Retention / Lifecycle Marketing in iGaming, sport betting.
• Proven track record of owning CRM strategy and delivering measurable impact on LTV, Retention, and NGR
• Strong understanding of player lifecycle, behavioral segmentation, and retention mechanics
• Advanced analytical mindset with ability to translate data into actionable CRM decisions
• Experience working with key metrics: LTV/ARPU, Retention/Reactivation Rates, Bonus Rate and communication metrics - Delivery, Open, Click, Conversion rates
• Experience with cohort analysis, funnel analysis, and performance reporting
• Deep understanding of bonus systems and promotional mechanics (preferably in Softswiss ecosystem)
• Ability to balance conversion vs bonus cost efficiency
• Experience working with iGaming platforms such as SOFTSWISS and with CRM platforms such as Customer.io
• Understanding of event-based architecture, triggers, and automation logic
• Experience managing multi-channel communication (email, push, in-app, SMS)
• Data-driven approach to continuous optimization of campaigns and journeys
• Proven experience in A/B testing and experimentation frameworks
• Experience building and scaling automated lifecycle journeys
• Strong sense of ownership and accountability for results
• Ability to work independently in a fast-paced, performance-driven environment
• Structured, detail-oriented, and result-focused approach
• Proactive mindset with ability to identify growth opportunities and act on them

About the Role

We are looking for a VIP Player Manager to build and maintain strong relationships with our most valuable players.

In this role, you will be the main point of contact for VIP clients, providing a high level of personalized service and ensuring an exceptional player experience. You will communicate with players via messengers and outbound phone calls, helping to increase loyalty, engagement, and retention.

Work schedule: 2/2 shift.

Key Responsibilities:

• Build and maintain long-term relationships with VIP players.
• Communicate with VIP clients via messengers (Telegram, WhatsApp, live chat).
• Make outbound calls to VIP players to maintain engagement and strengthen relationships.
• Provide high-level personalized support and resolve player requests promptly.
• Assist VIP players with deposits, gameplay, and withdrawals.
• Inform players about exclusive promotions, bonuses, and special offers.
• Work on player retention and reactivation.
• Monitor player activity and identify opportunities to increase engagement.

• Collaborate with VIP, CRM, and Support teams to improve the overall player experience.

   

Requirements:

• English – mandatory (B2 level or higher).
• Experience in iGaming / online casino / betting / VIP support will be a strong advantage.
• Experience working with iGaming platforms such as SOFTSWISS and with CRM platforms such as Customer.io will be a strong advantage.
• Experience in customer service, account management, or VIP client management.
• Strong communication and relationship-building skills.
• Client-oriented mindset and ability to work with high-value players.
• Ability to multitask and work in a fast-paced environment.
• Responsible, proactive, and detail-oriented approach.

We Offer:

• Opportunity to work in an international iGaming project.
• Competitive salary + performance bonuses.
• 2/2 shift schedule.
• Friendly and professional team environment.
• Opportunities for career growth and development.

Responsibilities:

• Own end-to-end customer support operations: strategy, execution, technology, people, and performance
• Lead the migration to a modern support platform, including setup, channel unification (live chat, email, in-app, WhatsApp), and CRM integration
• Build and manage the Help Center / Knowledge Base
• Design and enforce the KPI/SLA framework (First Response Time, CSAT, FCR, Resolution Time, AI Deflection Rate)
• Establish and run the Quality Assurance program: ticket audits, agent scoring, calibration sessions
• Manage and develop the support team — hiring, scheduling, training, coaching, performance management
• Build the operation full 24/7 multilingual support
• Implement a tiered VIP support model for high-value clients
• Partner with Product, Payments, and Compliance teams on cross-functional issue resolution and product feedback
• Own support analytics and reporting: real-time dashboards, weekly operational reports, monthly strategic reviews to leadership
• Drive proactive support initiatives (automated triggers, onboarding flows, in-app guidance) to prevent tickets at source

Requirements:

• 3+ years of experience in customer support management/leadership within iGaming/high-velocity B2C
• Hands-on experience with modern support platforms (Livechat, Intercom, Zendesk, Freshdesk, or similar)
• Proven track record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
• Experience deploying and optimizing AI/chatbot automation in a support environment
• Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
• Experience managing outsourced/outstaff support teams across time zones
• Knowledge base and help center content management experience
• Strong analytical mindset; comfortable working with dashboards, cohort data, and performance reporting
• Excellent process design and documentation skills
• English level — B2+

We are looking for a Data / BI Analyst in iGaming to own analytics end-to-end: defining data requirements, ensuring data quality, building dashboards, and delivering actionable insights. You will work closely with Data Engineering, Product, CRM, Marketing, Risk, and Payments teams to analyze player behavior, payments, funnels, and product performance, turning data into strategic decisions.

Key Responsibilities:

• Define and document data requirements for events, databases, APIs, and Kafka topics
• Collaborate with Data Engineering on data collection, modeling, and ETL pipelines
• Build interactive, high-performance dashboards and reports in Tableau
• Conduct deep-dive analysis on player behavior, payments, funnels, and product metrics
• Ensure data accuracy, consistency, and reliability across all sources
• Provide ad-hoc insights and analytical support for internal teams

Requirements & Skills:

• 2–3+ years in BI, Data Analytics, or Product Analytics, preferably in iGaming
• Strong SQL skills (joins, windows, aggregates, subqueries, performance tuning)
• Advanced Tableau skills (LOD expressions, parameterized dashboards, filters, actions, publishing)
• Experience with event-based data, ETL/ELT pipelines, and data validation
• Understanding of iGaming metrics: casino & sportsbook events, payments, retention, churn

• Strong problem-solving skills, analytical mindset, and ability to translate business needs into data solutions

   

Nice to Have:

• Knowledge of tools like Airflow, DBT, Airbyte, GitHub/GitLab, Kafka topics
• Familiarity with Python for analytics or automation