Middle/Senior Retention Manager
About the role
We are looking for an experienced Retention / CRM Manager to develop and implement player retention strategies across multiple markets.
You will work with different player segments, lead the VIP management team, optimize CRM campaigns, and use data to improve retention, reactivation, and player value.
Responsibilities
Develop and implement player retention strategies for different markets and segments: VIP, Mass, At-Risk, Dormant, etc.
Plan and launch CRM campaigns across Email, SMS, Push, In-App, WhatsApp, Viber, and Telegram
Segment players based on LTV, activity, deposits, game preferences, and churn risk
Track and analyze key retention metrics: Retention Rate, Churn Rate, ARPU/ARPPU, LTV, Reactivation Rate, and Campaign Conversion Rate
Manage and develop the VIP Manager team: set goals, monitor KPIs, provide training, and distribute VIP players
Develop bonus and promotional mechanics together with the Product and Marketing teams
Work with the CRM platform, including trigger setup and funnel automation
Monitor competitors and market trends across Tier 1, Tier 2, and Tier 3 markets
Prepare regular weekly and monthly reports for management
Requirements
2+ years of experience as a Retention / CRM Manager in iGaming, Gambling, or Betting
Strong knowledge of CRM systems and retention mechanics
Good understanding of iGaming metrics: LTV, CPA, ROI, Retention Rate
Experience with BI tools such as Power BI, Google Data Studio, or similar
Advanced Excel / Google Sheets skills, including pivot tables and formulas
Understanding of African, LATAM, Brazilian, and European markets, including payment methods, player behavior, and regulatory specifics
English — Upper-Intermediate (B2) or higher
What we offer
Fully remote position
Opportunity to work with international iGaming markets
A role with direct impact on retention strategy and player value
Collaboration with Product, Marketing, CRM, and VIP teams
Professional growth within a scaling iGaming company
Paid vacation and sick leave
Flexible and results-oriented working environment