Hunt.IT Recruitment

VIP Retention Manager 
 

Responsibilities:
Carrying out segmentation of the database and implementing remarketing strategies;
Compose and plan email newsletter campaigns;
Customers retention;
Ensuring all email campaigns comply with current email best practice in the industry;
Communication about promo events;
Promo plan preparation;
Preparing a technical task to designer and copywriter;
A/B Testing on various email campaigns to establish the most effective;
Tracking and reporting on email campaigns in order to guide improvements;
Analysis of current email marketing campaigns and making recommendations for improvement;
Analysis and monitoring of the main KPIs and CRM actions;
Creation of and execution of customer engagement/acquisition strategies in line with the company’s; marketing and financial objectives.

Requirements:
Customer-first mindset;
Analytical and strategic thinking skills;
Data-driven approach;
Knowledge of different CRM systems and experience in setting up the trial, and onboarding processes using them (Customer.io (http://customer.io/), Optimove, Xtreme push);
Engagement;
Prior experience in retention roles (1+ years);
Experience and knowledge working with main KPIs such as Churn Rate, Retention Rate, GGR, NGR;
Knowledge of analytical tools, including Google Analytics. Ability to analyze, interpret, draw conclusions and implement solutions to a variety of complex issues;
Excellent written communication and copywriting skills in English;
Work experience with chatbots and AI would be highly appreciated;
Responsibility for running end-to-end projects as required.
 

We offer:
-The opportunity for remote work from anywhere in the world.
-A friendly atmosphere and people who love their work.
-Managers interested in team member development.
-20 working days of vacation, 5 days off, and sick leave compensation.

About the Role

We are looking for a Retention Specialist who will take ownership of retaining the sports betting audience through a loyalty program, gamification, and event-driven and seasonal campaigns.

This is a full-cycle, hands-on role: you come up with the mechanics yourself, build them in Smartico (segments, journeys, bonuses, gamification), launch them, and analyze the results yourself.

An important part of the context: there is currently no direct lead overseeing this role, so no one will be assigning tasks to you. You will set your own priorities based on the sports calendar, retention metrics, and insights from the data. Later, a Lead of Sports Retention Tribe will join and you will become part of their team, but during the first few months, this role is best suited for someone who does not need daily management.

Vertical specifics: sports retention revolves around the sports calendar. IPL, World Championships, major tournaments, and other key events create peak periods that require preparation weeks in advance. Between these peaks, the audience needs to be retained through regular engagement mechanics. The ability to work effectively within this rhythm is at the core of the role.

Responsibilities
Sports Loyalty Program
Own the sports loyalty program: mechanics, tiers, rewards, and economics.
Continuously develop and optimize the program: identify what drives retention, what does not work, and what should be changed — all backed by data.
Ensure alignment between loyalty and gamification so that the mechanics reinforce rather than conflict with each other.
Gamification
Design and launch gamification mechanics in Smartico: missions, tournaments, achievements, and leaderboards tied to sports events.
Connect gamification with bonus mechanics and the loyalty program.
Iterate based on engagement results: a mechanic either improves the target metric or is discontinued.
Event-Driven and Seasonal Campaigns
Own the sports event calendar: plan campaigns for key events such as IPL, global tournaments, and local peak periods weeks in advance rather than reacting at the last minute.
Manage the full campaign cycle: idea → mechanics → segmentation → setup in Smartico → launch → post-campaign analysis and economics.
Run seasonal campaigns between major peaks to retain and engage regular users during quieter periods.
Prepare briefs for the Content team, including requirements for copy and creatives.
 

Segmentation & Experimentation
Work with sports audience segmentation based on RFM, activity, and lifecycle. Every campaign should have a clearly defined segment — no generic “send to everyone” campaigns.
Use control groups by default: campaign impact should be demonstrated through uplift, not just absolute numbers.
Run A/B tests of mechanics, offers, and communications.
Analytics & Reporting
Regularly monitor retention metrics for sports cohorts using Smartico Data Studio.
Conduct post-campaign analysis for every campaign, including engagement, uplift, bonus costs, and overall campaign economics.
Provide regular reporting to management on the performance of the sports vertical.

The bonus budget is managed at a higher level within the organization. You will plan campaign costs and justify their economics, while final approval remains with the manager.

Role Metrics
Sports cohort retention: D7/D30 redeposit rate among sports bettors.
Event activation: percentage of the user base engaged in event campaigns and their activity during peak periods.
Bonus cost efficiency: campaign uplift versus control groups and cost per retained player.
 

Requirements
2+ years of experience in Retention/CRM within iGaming, including mandatory hands-on experience specifically with the sports betting vertical. Be prepared to discuss 2–3 campaigns: the event, mechanics, target segment, and achieved uplift.
Hands-on experience working with a CRM platform. Smartico is a strong advantage; Optimove, Fast Track, and Symplify are also relevant. You should be comfortable working with segments, journeys, bonus mechanics, and gamification.
Strong understanding of the betting audience: what drives sports bettors, how their behavior differs from casino players, and how their engagement cycle is structured around sporting events.
Solid analytical foundation: cohort analysis, control groups, dashboard interpretation, and basic bonus economics.
High level of autonomy: ability to build your own work plan based on the sports calendar and performance metrics without relying on externally assigned tasks. This will be assessed through a case during the interview.
English: sufficient for reading documentation and handling day-to-day professional correspondence.
 

Nice to Have
Knowledge of the Indian market and cricket audience, particularly IPL as the key annual peak.
Experience launching or relaunching loyalty programs.
Experience with gamification modules such as tournaments, missions, and leaderboards.
Understanding of responsible gaming restrictions related to communications and bonuses.
What We Expect in the First 3 Months

Within the first three months, we expect you to have:

Built and implemented an event calendar covering the next quarter.
Launched several full-cycle campaigns with post-campaign analysis and control groups.
Conducted a diagnostic review of the sports loyalty program and developed a data-backed improvement plan, including its economics.

Performance will be evaluated based on retention metrics and campaign uplift — not on the number of campaigns launched.

We offer
Fully remote work opportunity
Enhanced leave benefits:
20 days of paid vacation
5 paid days off
14 paid sick leaves
Company clubs & communities
Celebration gifts for personal milestones
Corporate online events, raffles & challenges
Corporate English program
Corporate yoga classes
Team-building activities
Coworking compensation
Training and development programs (internal & external).

Responsibilities:

Carrying out segmentation of the database and implementing remarketing strategies;

Compose and plan email newsletter campaigns;

Customers retention;

Ensuring all email campaigns comply with current email best practice in the industry;

Communication about promo events;

Promo plan preparation;

Preparing a technical task to designer and copywriter;

A/B Testing on various email campaigns to establish the most effective;

Tracking and reporting on email campaigns in order to guide improvements;

Analysis of current email marketing campaigns and making recommendations for improvement;

Analysis and monitoring of the main KPIs and CRM actions;

Creation of and execution of customer engagement/acquisition strategies in line with the company’s; marketing and financial objectives.
 

Requirements:

Customer-first mindset;

Analytical and strategic thinking skills;

Data-driven approach;

Knowledge of different CRM systems and experience in setting up the trial, and onboarding processes using them (Customer.io, Optimove, Xtreme push);

Engagement;

Prior experience in retention roles (1+ years);

Experience and knowledge working with main KPIs such as Churn Rate, Retention Rate, GGR, NGR;

Knowledge of analytical tools, including Google Analytics. Ability to analyze, interpret, draw conclusions and implement solutions to a variety of complex issues;

Excellent written communication and copywriting skills in English;

Work experience with chatbots and AI would be highly appreciated;

Responsibility for running end-to-end projects as required.

Responsibilities:

Carrying out segmentation of the database and implementing remarketing strategies;

Compose and plan email newsletter campaigns;

Customers retention;

Ensuring all email campaigns comply with current email best practice in the industry;

Communication about promo events;

Promo plan preparation;

Preparing a technical task to designer and copywriter;

A/B Testing on various email campaigns to establish the most effective;

Tracking and reporting on email campaigns in order to guide improvements;

Analysis of current email marketing campaigns and making recommendations for improvement;

Analysis and monitoring of the main KPIs and CRM actions;

Creation of and execution of customer engagement/acquisition strategies in line with the company’s; marketing and financial objectives.
 

Requirements:

Customer-first mindset;

Analytical and strategic thinking skills;

Data-driven approach;

Knowledge of different CRM systems and experience in setting up the trial, and onboarding processes using them (Customer.io, Optimove, Xtreme push);

Engagement;

Prior experience in retention roles (1+ years);

Experience and knowledge working with main KPIs such as Churn Rate, Retention Rate, GGR, NGR;

Knowledge of analytical tools, including Google Analytics. Ability to analyze, interpret, draw conclusions and implement solutions to a variety of complex issues;

Excellent written communication and copywriting skills in English;

Work experience with chatbots and AI would be highly appreciated;

Responsibility for running end-to-end projects as required.

We're looking for a CRM Channels & Integrations Manager who will take full ownership of our direct communication channels: SMS, WhatsApp, Telegram, Push Notifications, and IVR.

This is a highly operational and technical role sitting at the intersection of vendor management, API integrations, and CRM operations.

You'll be responsible for the entire lifecycle of communication providers: sourcing vendors, negotiating commercial terms, integrating them into Smartico, monitoring channel health, optimizing costs, and ensuring maximum delivery performance.

Our primary market is India, where communication channels require continuous attention due to changing provider quality, pricing fluctuations, OTP traffic, and strict regulatory requirements. This is not a "set it and forget it" role—you'll own these channels end-to-end.

You'll also become the technical owner of provider integrations within the CRM department. Working with REST APIs, Postman, webhooks, and API documentation will be part of your daily routine—not tasks delegated to developers.

Responsibilities

Vendor Management

• Source and evaluate new communication providers for SMS, WhatsApp, Telegram, Push, and IVR.
• Compare providers based on:
  • GEO coverage
  • pricing
  • throughput (messages per minute)
  • API quality
  • reliability
  • vendor reputation.
• Negotiate commercial terms and improve pricing.
• Maintain an internal registry of tested providers and routes.
• Support vendor agreements together with the Legal team.

Technical Integrations

• Own the full provider integration process.
• Test provider APIs using Postman.
• Configure and validate webhooks.
• Integrate providers into Smartico.
• Conduct end-to-end testing before production launch.
• Launch marketing A/B tests to validate new communication channels.
• Create and manage integration requests with Smartico when native development is required.
• Troubleshoot:
  • failed deliveries
  • callback issues
  • API failures

  • message delivery inconsistencies.

     

Channel Operations

Monitor channel performance daily using:

• Smartico Data Studio
• Provider dashboards
• Firebase (Push)
• Local testing devices

You'll be responsible for:

• monitoring fail rates and delivery quality;
• OTP traffic monitoring and fraud prevention;
• controlling sending limits and caps;
• monitoring provider balances;
• invoice reconciliation;
• communication channel budgeting;
• optimizing communication costs.

Incident Management

• Respond quickly to incidents such as:
  • delivery failures;
  • blocked sender IDs;
  • provider outages;
  • OTP attacks and SMS pumping.
• Escalate critical incidents to the CRM Lead.
• Prepare post-mortem reports and preventive action plans.
• Keep Product, CRM and CVM teams informed about major channel issues.

Cross-functional Collaboration

• Consult Product and CRM teams on communication channels and webhook configuration.
• Support IVR routing and communication flows.
• Prepare regular reports on channel performance, costs and improvements.

What We're Looking For

• Proven experience working with SMS aggregators, WhatsApp Business Providers (BSP), or similar communication providers at scale.
• Experience managing multiple vendors and negotiating pricing.
• Hands-on experience with:
  • REST API
  • Postman
  • Webhooks
  • API documentation.
• Ability to independently integrate providers without relying on developers.
• Understanding of communication channel economics:
  • message pricing
  • delivery quality
  • conversion
  • ROI.
• Experience monitoring large-scale communication channels.
• English sufficient for daily written communication with international vendors.

Nice to Have

• Experience in iGaming, Betting, or Online Gambling.
• Experience working with Smartico or similar CRM/CDP platforms.
• Experience with Firebase Cloud Messaging (FCM).
• Experience with Telegram bots and marketing channels.
• Experience with IVR integrations.
• Experience working with OTP traffic and understanding SMS pumping or artificial traffic attacks.
• Experience with the Indian market.

What We Offer

💻 Fully remote work from anywhere in the world.

⚡ Fast decision-making with minimal bureaucracy.

🤝 A collaborative team of professionals passionate about building great products.

📈 Support from experienced leaders who genuinely invest in your professional growth.

🏖 20 paid vacation days, 5 additional paid days off, and paid sick leave.

Responsibilities
 

• Develop and implement customer segmentation and remarketing strategies to increase engagement, retention, and customer lifetime value.
• Plan, launch, and optimize email marketing and CRM campaigns, including promotional and lifecycle communications.
• Develop and execute customer retention and engagement strategies aligned with the company’s marketing and financial objectives.
• Prepare promo plans and communication strategies for promotional events and key marketing initiatives.
• Create clear and detailed technical briefs for designers and copywriters, ensuring consistent and effective campaign execution.
• Conduct A/B testing across email and CRM campaigns to identify the most effective approaches and continuously improve performance.
• Monitor and analyze campaign performance, prepare reports, and translate insights into actionable recommendations.
• Track and analyze key CRM and business KPIs, including Churn Rate, Retention Rate, GGR, NGR, and other relevant performance metrics.
• Ensure all email campaigns follow industry best practices and maintain high standards of deliverability, content quality, and customer experience.
• Analyze existing CRM and email marketing activities, identify growth opportunities, and implement improvements.
• Develop and execute customer acquisition and engagement initiatives in close alignment with broader marketing and business goals.
• Take ownership of end-to-end CRM and retention projects, from planning and setup to execution, analysis, and optimization.
• Explore and apply chatbots, AI, and other emerging technologies to improve customer engagement and CRM efficiency.

Requirements

• 1+ year of professional experience in Retention, CRM, or Lifecycle Marketing.
• Strong customer-first mindset with a focus on building long-term customer relationships.
• Excellent analytical and strategic thinking skills with a strong data-driven approach.
• Hands-on experience with CRM platforms such as Customer.io, Optimove, Xtreme Push, or similar tools.
• Understanding of CRM processes, including trial, onboarding, engagement, and retention journeys.
• Strong understanding of key business and retention metrics, including Churn Rate, Retention Rate, GGR, and NGR.
• Experience working with Google Analytics and other analytical tools, with the ability to interpret data, identify trends, draw meaningful conclusions, and turn insights into actionable solutions.
• Strong written English and copywriting skills, with the ability to create clear and engaging customer communications.
• Experience with chatbots, AI tools, or automated customer engagement solutions will be a strong advantage.
• High level of ownership, responsibility, and attention to detail, with the ability to independently manage projects from idea to implementation.
• Strong communication and collaboration skills, with the ability to work effectively with marketing, design, copywriting, and other cross-functional teams.

Product: iGaming | Betting
GEO: India
Format: Remote

Responsibilities

• Develop and execute retention strategies for sports betting players.
• Create and launch loyalty, bonus and gamification mechanics in Smartico.
• Plan campaigns around key sporting events, including IPL and major tournaments.
• Own the full campaign cycle: idea → segmentation → setup → launch → performance analysis.
• Work with RFM and lifecycle segmentation.
• Run A/B tests and control groups to measure campaign uplift.
• Monitor retention, reactivation, churn and bonus efficiency metrics.
• Collaborate with Content, Design, Product and Analytics teams.

Requirements

• 2+ years of experience in CRM / Retention within iGaming.
• Proven experience specifically in Sports / Betting.
• Hands-on experience with CRM platforms: Smartico is a strong plus; Optimove, Fast Track or Symplify are also relevant.
• Strong understanding of betting audiences and sports-driven retention cycles.
• Experience with segmentation, A/B testing and retention analytics.
• Ability to work independently and build priorities without constant supervision.
• English sufficient for documentation and written communication.

Nice to Have

• Experience with India / cricket / IPL.
• Experience launching or rebuilding loyalty programs.
• Hands-on experience with gamification: tournaments, missions, leaderboards.
• Understanding of Responsible Gaming principles.
• Experience working with large sports player bases.

Benefits

• Fully remote work.
• High level of autonomy and ownership.
• Opportunity to build and develop Sports Retention from the ground up.
• International product with a focus on the Indian market.
• Direct impact on key retention metrics and business performance.
• Career growth opportunities as the Sports Retention Tribe develops.

About the Role

We are looking for a Direct Communication Channels Manager responsible for SMS, WhatsApp, Telegram, and Push notifications.

This is an operational and technical role at the intersection of vendor management and integrations. You will independently source providers, negotiate commercial terms, integrate them into Smartico via API, and ensure that communication channels remain stable, efficient, and cost-effective.

The role is focused on the Indian market, with high traffic volumes and frequent provider rotation. Routes may have a short lifecycle, while pricing and delivery quality can fluctuate significantly. OTP traffic also comes with the risk of fraudulent attacks. This is not a “set it and forget it” environment — communication channels require daily operational monitoring and fast response.

You will also act as the technical owner of provider integrations within the department. Postman, webhooks, and API documentation will be part of your everyday toolkit rather than tasks delegated to developers.

Responsibilities

Provider Sourcing & Vendor Management

Systematically source new providers to expand geographic coverage, reduce costs, improve deliverability, or introduce new functionality;
Evaluate providers based on geographic coverage, pricing, throughput (messages/minute), API documentation quality, reputation, and overall reliability;
Request and compare commercial terms and maintain a database of tested providers to avoid duplicate testing;
Support contract processes in cooperation with the Legal team.

Technical Integrations

Test and debug provider APIs using Postman, including send-message methods, request structures, callbacks, and responses;
Configure webhooks in Smartico and transfer tested setups into production configurations;
Conduct technical tests with local testers before signing agreements and after native integration;
Run marketing A/B tests to validate channel effectiveness before full rollout;
Open and manage tickets for native integrations with Smartico;
Diagnose integration issues, including failed sends, messages marked as delivered by the provider but not received by users, and missing delivery/click callbacks.

Channel Health & Operational Control

Perform daily monitoring using Smartico Data Studio, provider dashboards, Firebase for Push, and local testing;
Monitor fail rates, with a 10% failure rate serving as a trigger for investigation;
Manage OTP routes, including caps and alerts (Karix), analyze traffic legitimacy together with the Product team, and mitigate potentially costly fraudulent attacks;
Control communication costs, including SMS length and per-character overcharges, per-player limits, and overall caps;
Monitor provider balances, ensure timely top-ups, reconcile invoices, and manage channel budgets.

Incident Management & Communication

Handle incidents such as mass delivery failures, sender blocking, and OTP attacks. Initial response is expected within one hour, with an emergency solution within several hours, followed by a post-mortem;
Escalate major issues to the CRM Lead and keep the team and CVM informed about global incidents;
Manage IVR content and routes;
Advise CVM and Product teams on communication channels and webhook configurations;
Prepare reports on channel performance for management.
 

Requirements
Experience working with SMS aggregators and/or WhatsApp BSPs at scale, with specific examples of geographies, traffic volumes, provider changes, and their financial impact;
Strong technical background: confident use of REST APIs and Postman, webhook configuration, and ability to work directly with API documentation. A practical technical task will be included in the interview process;
Vendor management experience, including price negotiations, route testing, and the ability to distinguish actual provider capabilities from sales promises;
Understanding of channel economics, including cost per message, conversion rates, and route profitability/ROI;
Experience with OTP traffic and understanding of risks such as SMS pumping/artificial traffic is a strong advantage;
English sufficient for professional written communication with international providers.
 

Nice to Have
Experience in iGaming, gambling, or betting, particularly with the Indian market;
Experience with Smartico or similar CRM platforms;
Experience using Telegram channels and bots as marketing channels;
Experience with Firebase and push notifications;
Experience with IVR.
Expected Results

Within the first three months:

All existing communication channels should be under control, including monitoring, caps, and provider balances;
At least one new provider should be fully integrated end-to-end independently;
A structured database of providers and routes should be established, including the economics of each route.

Performance will be evaluated based on channel stability and measurable financial savings/revenue impact, rather than the number of activities completed.

We offer:
-The opportunity for remote work from anywhere in the world.
-A friendly atmosphere and people who love their work.
-Managers interested in team member development.
-20 working days of vacation, 5 days off, and sick leave compensation.

About the Role

We are looking for someone to take full ownership of the email channel. This is not simply about sending campaigns — you will own email as a business asset, including domain and IP reputation, deliverability, infrastructure, and volume scaling.

You will be the ultimate owner of everything related to email performance. If emails are not reaching users, Open Rate drops, or a domain gets blocklisted, identifying and resolving the issue will be your responsibility.

Our current setup is Smartico (CRM/orchestration) + Mailgun (sending infrastructure). We are preparing for significant growth in sending volumes, so we need someone who knows how to scale safely through proper warm-up strategies, segmentation, and database hygiene rather than simply increasing sending volumes and hoping for the best.

Responsibilities

Reputation & Deliverability — Core Responsibility

Own domain and IP reputation, including monitoring, diagnostics, and recovery;
Warm up domains and IP addresses when launching new senders or recovering from reputation issues;
Rotate IP addresses and manage IP pools in Mailgun;
Monitor blocklists, submit delisting requests, and identify and eliminate root causes;
Maintain target metrics: deliverability >95%, bounce rate <5%, spam rate <0.3%.

Database Hygiene & Traffic Management

Validate and clean databases using ZeroBounce or similar tools and establish policies for legacy segments;
Manage per-player and overall sending caps;
Prioritize traffic toward active and loyal customer segments when capacity is limited.

Monitoring & Incident Management

Monitor key metrics daily using Google Postmaster, Mailgun Optimize, MXToolBox, Smartico Data Studio, and automated Slack reports;
Handle incidents such as Open Rate drops, blocklisting, and large-scale delivery failures. Initial response is expected within one hour, followed by an emergency action plan within several hours and a post-mortem;
Keep the CRM Lead and relevant teams informed about channel health and major incidents.

Development & Operations

Evaluate and onboard additional email providers when diversification is required;
Advise CVM and Product teams on email campaign configuration;
Manage the channel budget and reconcile provider invoices;
Manage Trustpilot-related processes from the CVM side as part of the brand reputation framework;
Provide regular reports to management on channel health and performance trends.
 

Requirements
Proven experience managing email deliverability at scale, starting from hundreds of thousands of emails per day, with specific examples of initial metrics, actions taken, and measurable results;
Deep understanding of email authentication and infrastructure, including SPF, DKIM, DMARC, IP/domain reputation, and Gmail spam-filtering mechanisms;
Hands-on experience warming up domains and IP addresses both from scratch and after incidents;
Strong experience with ESP platforms — Mailgun is a major advantage — and postmaster tools;
Practical experience recovering domains or IPs after blocklisting;
Strong analytical thinking and the ability to identify root causes rather than simply treating symptoms;
English sufficient for professional communication with providers and blocklist operators.
 

Nice to Have
Experience in iGaming/gambling environments with strict deliverability requirements;
Experience with Smartico or similar CRM platforms such as Optimove or Fast Track;
Experience significantly scaling email sending volumes, including reactivation of legacy databases;
Understanding of the specifics of the Indian market.
 

Expected Results

Within the first three months, the email channel should be fully under control: key metrics should remain within target ranges, monitoring and alerts should operate without constant manual supervision, and there should be a clear plan for scaling sending volumes while protecting sender reputation.

Performance will be evaluated based on channel metrics and measurable results, rather than the number of activities performed..

We offer:
-The opportunity for remote work from anywhere in the world.
-A friendly atmosphere and people who love their work.
-Managers interested in team member development.
-20 working days of vacation, 5 days off, and sick leave compensation.
 

Product: iGaming Platform (Casino & Sports Betting)
Market: India, 2 brands
Reporting to: CRM Lead
 

About the Role

We are looking for a Direct Channels Manager to own and develop our direct communication channels: SMS, WhatsApp, Telegram, and Push.

This is a hands-on role combining vendor management, technical integrations, and channel operations. You will source and negotiate with providers, test routes, manage API integrations via Smartico, and monitor channel performance, costs, and stability.

Key Responsibilities

Provider Management

• Source and evaluate SMS, WhatsApp, and other channel providers.
• Compare pricing, coverage, throughput, route quality, and technical capabilities.
• Negotiate commercial terms and manage provider relationships.
• Test and benchmark routes and maintain a database of providers and results.
• Coordinate contracts with the legal team.

Technical Integrations

• Own provider integrations from the CRM/CVM side.
• Work hands-on with REST APIs, Postman, and webhooks.
• Test API requests, callbacks, and messaging flows.
• Configure webhooks and integrations in Smartico.
• Troubleshoot delivery and integration issues independently.
• Support native integrations and run technical and A/B tests before scaling.

Channel Operations & Performance

• Monitor channel performance daily through Smartico Data Studio, provider dashboards, and Firebase.
• Track delivery and fail rates and investigate issues when fail rate exceeds 10%.
• Monitor OTP routes, caps, alerts, and abnormal traffic.
• Control messaging costs, provider balances, invoices, and channel budgets.
• Identify opportunities to improve deliverability and reduce costs.

Incident Management

• Respond quickly to delivery failures, sender blocks, routing issues, and OTP attacks.
• Coordinate provider/route switching when required.
• Escalate critical issues to the CRM Lead and relevant teams.
• Provide reporting and post-mortems after major incidents.

Requirements

Must-have

• Experience with SMS aggregators and/or WhatsApp BSPs at high volumes.
• Hands-on vendor management experience, including sourcing, route testing, negotiations, and provider switching.
• Strong practical knowledge of REST APIs, Postman, webhooks, and API documentation.
• Ability to troubleshoot integrations independently without relying heavily on developers.
• Understanding of channel economics: cost → delivery → conversion → ROI.
• Experience with high-volume messaging and operational monitoring.
• English sufficient for daily communication with international providers.

Nice to have

• Experience in iGaming / Gambling / Betting.
• Knowledge of the Indian market.
• Experience with Smartico or similar CRM platforms.
• Experience with Telegram, Firebase Push, or IVR.
• Experience with OTP traffic and SMS pumping / artificial traffic prevention.

Success is measured by business impact — channel stability, delivery quality, cost efficiency, and revenue growth — rather than activity volume.

Please note: the interview process includes a practical task involving API / Postman work.

Створюй retention для спортивної аудиторії, а не просто запускай розсилки 

Ми шукаємо Retention Specialist, який візьме на себе утримання спортивної аудиторії: loyalty program, gamification, event & seasonal campaigns.

Це роль для людини, яка любить працювати hands-on та бачити прямий результат своєї роботи:

ідея → механіка → сегментація → Smartico → запуск → аналітика → оптимізація.

Чому ця роль цікава

🏆 Ти працюватимеш з однією з найдинамічніших вертикалей iGaming — спортивним беттінгом.

📅 Спортивний календар стане твоїм робочим інструментом: IPL, чемпіонати світу, великі турніри та локальні події — ти заздалегідь будуватимеш retention-стратегію навколо них.

🎮 Багато простору для експериментів: турніри, місії, лідерборди, achievements, loyalty-механіки та персоналізовані офери.

⚙️ Максимум hands-on: ти самостійно збиратимеш кампанії в Smartico, а не передаватимеш задачі окремому CRM-оператору.

📊 Результат вимірюється цифрами: uplift, retention, engagement та економіка кампаній, а не кількість відправлених повідомлень.

🚀 Можливість впливати на напрям: ти не просто підтримуватимеш існуючі процеси, а братимеш участь у їх розвитку та бачитимеш прямий результат своїх рішень.

Чим ти будеш займатися

🏆 Loyalty Program

• Управляти спортивною програмою лояльності: рівні, механіки, rewards та економіка.
• Аналізувати, що дійсно утримує гравців, і розвивати програму на основі даних.
• Пов’язувати loyalty-механіки з gamification та іншими retention-інструментами.

🎮 Gamification

• Створювати та запускати механіки в Smartico: турніри, missions, achievements, leaderboards.
• Розробляти механіки під конкретні спортивні події.
• Тестувати різні підходи та вимикати те, що не дає потрібного результату.

🏟️ Event & Seasonal Campaigns

Ти відповідатимеш за retention навколо ключових спортивних подій:

IPL → чемпіонати → великі турніри → локальні спортивні піки → сезонні активності.

Повний цикл кампанії:

ідея → механіка → сегментація → збірка в Smartico → запуск → аналіз результату.

Між великими подіями — робота з регулярними механіками, які допомагають утримувати спортивну аудиторію.

🎯 Segmentation & Experiments

• Працювати з RFM, активністю та lifecycle спортивних гравців.
• Створювати окремі сегменти під кожну кампанію замість комунікації «на всю базу».
• Використовувати control groups та A/B-тести.
• Перевіряти вплив кампаній через uplift, а не лише абсолютні показники.

📊 Analytics

• Відстежувати retention-метрики спортивних когорт у Smartico Data Studio.
• Аналізувати engagement, retention, uplift та bonus cost.
• Оцінювати економіку кожної кампанії.
• Формувати висновки та пропозиції щодо подальших дій.

Що для нас важливо

• 2+ роки досвіду в CRM/Retention в iGaming.
• Досвід саме зі спортивною вертикаллю — обов’язковий.
• Практичний досвід роботи з CRM-платформами: Smartico — великий плюс; також релевантні Optimove, Fast Track, Symplify та аналоги.
• Вміння самостійно працювати із сегментами, journeys, бонусними механіками та gamification.
• Розуміння поведінки betting-аудиторії та відмінностей Sports від Casino.
• Знання когортного аналізу, control groups, основних retention-метрик та bonus economics.
• Самостійність і здатність самостійно визначати пріоритети.
• Англійська — рівень читання документації та робочого листування.

Для нас важлива не активність заради активності. Ми дивимося на реальні зміни в retention, uplift та економіці кампаній.

Якщо ти вмієш перетворювати спортивний календар та дані про поведінку гравців на ефективні retention-механіки, любиш самостійно експериментувати та хочеш бачити прямий результат своїх рішень — будемо раді познайомитися. 🚀

Ми шукаємо VIP Retention Lead, який відповідатиме за утримання та розвиток найціннішого сегмента нашої бази через CRM.

Це не роль VIP Host — тобі не потрібно безпосередньо спілкуватися з гравцями. Ти будуватимеш системний VIP Retention: сегментацію, lifecycle, персоналізовані механіки, anti-churn та реактивацію через Smartico.

Що буде у твоїй зоні відповідальності

• Управління VIP lifecycle end-to-end: сегментація за тирами, поведінкою та етапами життєвого циклу.
• Розробка retention-стратегії та offer matrix для різних VIP-сегментів.
• Побудова pre-VIP pipeline та виявлення гравців із високим потенціалом.
• Створення системи раннього виявлення churn та retention-механік для гравців на різних стадіях ризику.
• Запуск та оптимізація кампаній у Smartico: сегменти, journeys, бонусні механіки, персоналізація та VIP-гейміфікація.
• Розвиток cross-sell між Sports та Casino.
• Управління економікою VIP Retention: uplift, NGR/AV, вартість бонусів та ефективність кампаній.
• Використання контрольних груп та когортного аналізу для оцінки реального ефекту кампаній.
• Робота спільно з Head of CVM та Content-командою.
• Врахування принципів Responsible Gaming у всіх retention-механіках.

Який досвід нам потрібен

• 4+ роки досвіду в CRM/Retention в iGaming.
• Підтверджений досвід роботи саме з VIP / High-Value сегментом.
• Досвід побудови retention-систем, а не лише запуску окремих кампаній.
• Практичний досвід роботи з CRM-платформами: Smartico — великий плюс; також релевантні Optimove, Fast Track та аналогічні рішення.
• Хороше розуміння когорт, LTV, retention, churn, NGR/AV та bonus economics.
• Досвід роботи з контрольними групами та A/B-тестами.
• Розуміння специфіки Sports та Casino.
• Англійська на рівні робочої комунікації та читання документації.
• Розуміння принципів Responsible Gaming.

Буде плюсом

• Досвід роботи з GEO India.
• Досвід побудови Pre-VIP / High-Potential програм.
• Досвід роботи з predictive churn models.
• Досвід взаємодії з VIP Hosts / персональними менеджерами.

Тут важлива не кількість запущених кампаній, а реальний вплив на retention, цінність VIP-бази та економіку сегмента.

Якщо тобі цікаво не просто запускати CRM-кампанії, а самостійно будувати VIP Retention як систему та безпосередньо впливати на ключові бізнес-метрики — будемо раді познайомитися.

Ми шукаємо сильного Retention-фахівця, який не просто запускає комунікації, а розуміє, як через CRM-маркетинг утримувати клієнтів, повертати їх до продукту та збільшувати їхню цінність для бізнесу.

Ти станеш важливою частиною команди, яка працює за сучасними CRM-підходами, постійно відстежує зміни ринку та тестує нові маркетингові механіки.

У цій ролі тобі потрібно буде працювати з клієнтською базою, сегментацією, промо та комунікаціями на всіх етапах життєвого циклу користувача. Важливо не лише виконувати готові задачі, а й самостійно знаходити точки зростання, формувати гіпотези та приймати рішення навіть за неповної інформації.

Твої задачі

• Планувати календар промоактивностей та клієнтських комунікацій.
• Створювати, аналізувати та тестувати клієнтські сегменти — визначати, кого, коли і якими механіками утримувати або повертати.
• Запускати промо- та бонусні кампанії під ключ — від ідеї та сегментації до запуску й аналізу результатів.
• Формувати технічні завдання для маркетингового контенту: банерів, email, текстів та інших матеріалів.
• Запускати комунікації через SMS, Email, Push, Call Center та In-App.
• Аналізувати ефективність кампаній та знаходити нові точки зростання.
• Формувати та перевіряти гіпотези щодо покращення існуючих CRM-механік.
• Працювати кросфункціонально з командами Product, IT, Analytics, Customer Support, Design, Risk та Marketing.
• Постійно шукати можливості для підвищення retention, engagement та цінності клієнтської бази.

Що ми очікуємо

• Досвід роботи з ESP / CRM / CDP-платформами. Досвід зі Smartico буде великою перевагою.
• Розуміння CRM- та маркетингових механік у betting / iGaming.
• Сильні аналітичні навички та вміння працювати з даними.
• Досвід роботи з Power BI або Tableau.
• Впевнене володіння Excel: ВПР/XLOOKUP, зведені таблиці та робота з великими масивами даних.
• Вміння глибоко працювати із сегментацією клієнтської бази та знаходити в ній точки зростання.
• Розуміння ключових продуктових та CRM-метрик.
• Знання основних стандартів і benchmark'ів ефективності каналів direct communication.
• English — Upper-Intermediate+: необхідно впевнено працювати з текстами, комунікувати з підрядниками та формувати технічні завдання.

Буде перевагою

• Практичний досвід у betting / iGaming.
• Досвід роботи в Agile-середовищі.
• Вміння будувати зрозумілі, функціональні та красиві звіти в Excel.
• Базове розуміння статистики та теорії ймовірностей.
• Хороше відчуття візуального стилю: ти можеш відрізнити якісний маркетинговий контент від слабкого та аргументовано повернути матеріал на доопрацювання.

🎯 Кого ми шукаємо

Нам потрібна людина, яка не працює за принципом “запустили розсилку — пішли далі”. Ти маєш бачити за цифрами поведінку клієнта, розуміти причини результату та постійно ставити собі питання: що ми можемо зробити краще і як це вплине на бізнес?

Це роль для людини, яка хоче впливати на retention-стратегію, а не просто бути виконавцем CRM-кампаній.

Ми шукаємо Messaging Operations Manager, який відповідатиме за прямі канали комунікації: SMS, WhatsApp, Telegram та Push.

Це операційно-технічна роль на стику вендор-менеджменту та інтеграцій: ти самостійно знаходиш провайдерів, домовляєшся про умови, інтегруєш їх через API у Smartico, контролюєш стабільність роботи каналів і стежиш за тим, щоб вони не створювали зайвих витрат.

Специфіка ролі — GEO Індія, великі обсяги трафіку та постійна ротація провайдерів: маршрути можуть швидко втрачати ефективність, ціни та якість змінюються. Тут не працює підхід «налаштував і забув» — канали потребують щоденного операційного контролю та швидкої реакції.

Також ти будеш технічним власником інтеграцій провайдерів у департаменті. Postman, webhooks та API-документація — твої робочі інструменти, а не завдання для розробників.

Зона відповідальності

Провайдери: пошук, відбір, умови

• Систематичний пошук провайдерів під конкретні задачі: розширення GEO, зниження вартості, підвищення доставлюваності, запуск нового функціоналу.
• Оцінка потенційних провайдерів: GEO-покриття, ціни, пропускна здатність (msg/min), якість API-документації, репутація та адекватність sales-команди.
• Запит і порівняння комерційних умов, ведення реєстру протестованих провайдерів, щоб не тестувати одне й те саме двічі.
• Супровід договорів спільно з юридичним відділом.

Технічна інтеграція — ти власник процесу

• Відлагодження API провайдера в Postman: робота з методами send message, структурами запитів і callback'ами.
• Налаштування webhooks у Smartico та перенесення робочого сетапу в production-конфігурацію.
• Проведення технічних тестів із локальними тестувальниками до підписання договору та після нативної інтеграції.
• Проведення маркетингових A/B-тестів для підтвердження ефективності каналу до повноцінного запуску.
• Створення та супровід тикетів на нативну інтеграцію в Smartico.
• Діагностика проблем з інтеграцією: помилки відправлення, ситуації, коли повідомлення не доходять до користувача, хоча в кабінеті провайдера відображаються як доставлені, відсутність callback'ів про доставку та кліки.

Робота каналів та операційний контроль

• Щоденний моніторинг: Smartico Data Studio, кабінети провайдерів, Firebase (Push), тести з локальними користувачами.
• Контроль fail rate: поріг 10% — сигнал для аналізу причин.
• OTP-маршрути: контроль капів, алерти (Karix), спільний із продуктом аналіз реальності трафіку та захист від збиткових атак.
• Контроль вартості: довжина SMS, посимвольні переплати, капи на гравця та загальні капи.
• Контроль балансів провайдерів, своєчасне поповнення, звірка інвойсів та контроль бюджету каналів.

Інциденти та комунікація

• Incident management: масова недоставленість, блокування sender ID, атаки на OTP. Реакція — протягом години, екстрене рішення — протягом кількох годин, проведення post-mortem.
• Ескалація на Lead CRM, інформування команди та CVM у разі глобальних проблем.
• Робота з контентом та маршрутами IVR.
• Консультація команд CVM та Product щодо каналів і налаштування webhooks.
• Підготовка звітності для керівництва щодо роботи каналів.

Що важливо для нас

• Досвід роботи з SMS-агрегаторами та/або WhatsApp BSP на великих обсягах — із конкретикою: з якими GEO працював(-ла), які були обсяги, як змінював(-ла) провайдерів і який фінансовий результат це дало.
• Технічний бекграунд: впевнена робота з REST API та Postman, налаштування webhooks, самостійне читання API-документації без посередників. На етапі співбесіди буде практичне завдання.
• Досвід вендор-менеджменту: переговори щодо цін, тестування маршрутів, уміння відрізняти реальний функціонал від обіцянок sales.
• Розуміння економіки каналів: вартість повідомлення, конверсія, окупність маршруту.
• Досвід роботи з OTP-трафіком та розуміння ризиків (SMS pumping / artificial traffic) буде великою перевагою.
• Англійська — рівень, достатній для робочої переписки з провайдерами.

Буде плюсом

• Досвід у iGaming / gambling / betting, знання специфіки GEO Індії.
• Досвід роботи зі Smartico або аналогічними CRM-платформами.
• Досвід роботи з Telegram-каналами та ботами як маркетинговим каналом.
• Досвід роботи з Firebase (Push notifications).
• Досвід роботи з IVR.

We're looking for a CRM Channels & Integrations Manager who will take full ownership of our direct communication channels: SMS, WhatsApp, Telegram, Push Notifications, and IVR.

This is a highly operational and technical role sitting at the intersection of vendor management, API integrations, and CRM operations.

You'll be responsible for the entire lifecycle of communication providers: sourcing vendors, negotiating commercial terms, integrating them into Smartico, monitoring channel health, optimizing costs, and ensuring maximum delivery performance.

Our primary market is India, where communication channels require continuous attention due to changing provider quality, pricing fluctuations, OTP traffic, and strict regulatory requirements. This is not a "set it and forget it" role—you'll own these channels end-to-end.

You'll also become the technical owner of provider integrations within the CRM department. Working with REST APIs, Postman, webhooks, and API documentation will be part of your daily routine—not tasks delegated to developers.

Responsibilities

Vendor Management

• Source and evaluate new communication providers for SMS, WhatsApp, Telegram, Push, and IVR.
• Compare providers based on:
  • GEO coverage
  • pricing
  • throughput (messages per minute)
  • API quality
  • reliability
  • vendor reputation.
• Negotiate commercial terms and improve pricing.
• Maintain an internal registry of tested providers and routes.
• Support vendor agreements together with the Legal team.

Technical Integrations

• Own the full provider integration process.
• Test provider APIs using Postman.
• Configure and validate webhooks.
• Integrate providers into Smartico.
• Conduct end-to-end testing before production launch.
• Launch marketing A/B tests to validate new communication channels.
• Create and manage integration requests with Smartico when native development is required.
• Troubleshoot:
  • failed deliveries
  • callback issues
  • API failures

  • message delivery inconsistencies.

     

Channel Operations

Monitor channel performance daily using:

• Smartico Data Studio
• Provider dashboards
• Firebase (Push)
• Local testing devices

You'll be responsible for:

• monitoring fail rates and delivery quality;
• OTP traffic monitoring and fraud prevention;
• controlling sending limits and caps;
• monitoring provider balances;
• invoice reconciliation;
• communication channel budgeting;
• optimizing communication costs.

Incident Management

• Respond quickly to incidents such as:
  • delivery failures;
  • blocked sender IDs;
  • provider outages;
  • OTP attacks and SMS pumping.
• Escalate critical incidents to the CRM Lead.
• Prepare post-mortem reports and preventive action plans.
• Keep Product, CRM and CVM teams informed about major channel issues.

Cross-functional Collaboration

• Consult Product and CRM teams on communication channels and webhook configuration.
• Support IVR routing and communication flows.
• Prepare regular reports on channel performance, costs and improvements.

What We're Looking For

• Proven experience working with SMS aggregators, WhatsApp Business Providers (BSP), or similar communication providers at scale.
• Experience managing multiple vendors and negotiating pricing.
• Hands-on experience with:
  • REST API
  • Postman
  • Webhooks
  • API documentation.
• Ability to independently integrate providers without relying on developers.
• Understanding of communication channel economics:
  • message pricing
  • delivery quality
  • conversion
  • ROI.
• Experience monitoring large-scale communication channels.
• English sufficient for daily written communication with international vendors.

Nice to Have

• Experience in iGaming, Betting, or Online Gambling.
• Experience working with Smartico or similar CRM/CDP platforms.
• Experience with Firebase Cloud Messaging (FCM).
• Experience with Telegram bots and marketing channels.
• Experience with IVR integrations.
• Experience working with OTP traffic and understanding SMS pumping or artificial traffic attacks.
• Experience with the Indian market.

What We Offer

💻 Fully remote work from anywhere in the world.

⚡ Fast decision-making with minimal bureaucracy.

🤝 A collaborative team of professionals passionate about building great products.

📈 Support from experienced leaders who genuinely invest in your professional growth.

🏖 20 paid vacation days, 5 additional paid days off, and paid sick leave.