Head of Retention
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Job Description
Head of Retention leading CRM, lifecycle campaigns, and player loyalty for an international iGaming company. Reducing churn and increasing customer lifetime value across casino and sports betting markets.
Responsibilities:
- Develop and lead the overall Retention and CRM strategy
- Build customer journeys across onboarding, engagement, loyalty, churn prevention, and reactivation
- Create and optimize promotional mechanics based on player behavior and segmentation
- Launch multi-channel campaigns across email, messengers, push notifications, live chat, and mobile channels
- Develop personalized and automated CRM communication flows
- Improve segmentation models and lifecycle campaigns
- Monitor retention performance and key player behavior metrics
- Work closely with BI teams on reporting and performance analysis
- Manage and improve CRM platforms and automation tools
- Run A/B tests and optimize campaigns based on results
- Track key KPIs including LTV, ARPU, churn rate, deposit frequency, and engagement
- Lead and develop the Retention and CRM team
- Collaborate with Product, Marketing, BI, and Support teams
- Build and structure the Retention function, including developing the team and internal processes
- Identify and manage local partners and contractors in target markets
Requirements:
- At least 3 years of experience in Retention, CRM, or Lifecycle Marketing
- Strong experience within B2C iGaming
- Experience working with large player databases, segmentation, and CRM automation
- Strong understanding of the complete player lifecycle, including onboarding, engagement, repeat deposits, churn prevention, and reactivation
- Experience developing retention strategies for casino players, ideally including crash games or similar high-frequency products
- Experience with bonuses, loyalty programs, gamification, rewards, and promotional mechanics
- Strong analytical skills and experience working with retention KPIs
- Hands-on experience with A/B testing and data-driven campaign optimization
- Ability to build and improve retention processes and workflows from the ground up
- Experience leading a Retention/CRM team or strong Team Lead experience with readiness to step into a Head role
- Ability to build a team and manage external/local partners
- Strong cross-functional collaboration skills, particularly with Marketing and BI
- Strong English is required; Russian would be a strong advantage
- Proactive, hands-on, and highly independent approach
Benefits:
- Remote work
- High level of ownership and autonomy
- Opportunity to influence and build the retention strategy
- International iGaming environment
- Professional growth opportunities
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