PerceptionBox

We are looking for an experienced Head of Retention to lead and scale the retention direction for a growing Casino & Sportsbook product. This role is ideal for someone who combines strategic thinking, strong CRM expertise, and a data-driven approach to player engagement and lifecycle management.

What You’ll Be Responsible For

• Build and develop the retention strategy from scratch
• Create and optimize player lifecycle campaigns across multiple channels (email, SMS, push, in-app)
• Develop segmentation strategies based on player behavior, activity, and value
• Launch and improve loyalty programs, VIP mechanics, engagement campaigns
• Analyze retention performance and key business metrics (LTV, churn, ARPU, reactivation, retention rate)
• Drive reactivation strategies for inactive players
• Lead, mentor, and grow the retention/CRM team
• Work closely with Product, Analytics, Marketing, and VIP departments
• Test new engagement mechanics, communication flows, and promotional strategies
• Ensure retention activities align with responsible gambling policies and compliance requirements

Requirements

• 3+ years of experience in Retention / CRM within iGaming
• Strong background in Casino & Sportsbook products
• Experience building retention processes and strategies from the ground up
• Deep understanding of player behavior, segmentation, and lifecycle marketing
• Hands-on experience with CRM and automation platforms (Optimove, FastTrack, Salesforce, etc.)
• Strong analytical skills and confidence working with retention metrics and cohorts
• Experience managing retention or CRM teams
• Understanding of VIP management and bonus systems
• Upper-Intermediate English or higher

What We Offer

• Competitive salary package
• Opportunity to directly influence product growth and player retention
• Freedom to build processes and implement your own ideas
• Fast-paced environment with quick decision-making
• Fully remote format
• Strong team and product-focused culture
• Career growth opportunities within an expanding iGaming project

We are looking for a VIP Support Specialist with experience in iGaming who can build long-term relationships with players, retain VIP clients, and handle complex cases in a fast-paced environment.

Responsibilities

• Manage your own pool of VIP players
• Communicate with players via chat, email, and messengers
• Build strong and trust-based relationships with clients
• Work on player retention:
  • reactivate inactive players
  • conduct regular follow-ups
  • reduce churn
• Offer personalized bonuses, promotions, and special offers
• Assist players with payment, withdrawal, bonus, and account-related issues
• Analyze player activity, deposits, and behavior
• Work with CRM systems and internal admin panels
• Collaborate with other teams to resolve complex cases

Requirements

• 1+ year of experience in VIP Support / VIP Account Management
• Previous iGaming experience is required
• English level: B2 or higher
• Strong written communication skills
• Understanding of gambling products, bonus systems, and retention mechanics
• Experience with CRM systems and chat platforms (Intercom / Zendesk is a plus)
• Experience working with bonuses: cashback, free spins, deposit bonuses
• Basic understanding of player analytics: retention, activity, deposits

Expected Results After Probation Period

• Independently manages a VIP player pool
• Handles player requests quickly and professionally
• Regularly works on retention and follow-ups
• Maintains SLA standards with no missed chats
• Successfully handles difficult and high-value player cases

What We Offer

• Remote work format
• Salary: fix+ bonuses/KPI
• Fast-growing iGaming environment
• Opportunity for growth within VIP / Retention

We are looking for a Customer Support Specialist to join our team and help provide high-quality support for our users in the iGaming industry.

This role is perfect for someone who enjoys communication, can multitask, and wants to grow in a fast-paced environment.

Responsibilities

• Communicate with users via live chat, email, Telegram, and Intercom
• Help users with technical and payment-related issues
• Escalate complex cases to relevant teams
• Follow internal SLA and support standards
• Collect and report common user issues and feedback
• Work closely with other departments to resolve customer problems
• Improve support metrics such as CSAT, response time, and resolution quality

Requirements

• 1+ year of experience in Customer Support, Customer Success, Sales, Operations, or similar roles
• Experience in iGaming/Gambling is required
• English level: B1 or higher
• Strong written communication skills
• Ability to work with large amounts of information
• Attention to detail and fast typing skills
• Experience with Google Docs/Sheets or Microsoft Office
• Experience with support platforms like Intercom or LiveChat will be a plus

Nice to Have

• Experience in VIP Support or retention
• Experience with CRM systems
• Interest in cryptocurrency
• Experience working in fast-paced environments
• Strong emotional intelligence and customer-oriented mindset