Team Lead / Head of Retention

Head of Retention / Retention Team Lead / Senior CRM Manager
About the Role
We are looking for an experienced retention leader to own and evolve our CRM and retention function end-to-end. Depending on your background and ambitions, this role can be shaped as a hands-on Senior Manager, a Team Lead, or a Head of Retention. The core mission remains the same: build a data-driven, multichannel retention engine that drives player engagement, retention, LTV, and sustainable business growth.

Key Responsibilities
Retention Strategy & Lifecycle Management
Develop and execute the overall retention and CRM strategy across all stages of the player lifecycle.
Drive onboarding, engagement, reactivation, churn prevention, loyalty, and VIP retention initiatives.
Build scalable user segmentation frameworks to improve personalization and communication efficiency.
Define and optimize bonus strategies, promotional mechanics, loyalty programs, and gamification initiatives.
Identify growth opportunities to increase retention, ARPU, NGR, and customer lifetime value.
CRM Campaign Management
Design, launch, and optimize multichannel CRM campaigns across Email, SMS, Push Notifications, In-App Messaging, Onsite Communications, and Messengers.
Develop automated trigger-based communication flows based on user behavior and lifecycle stages.
Ensure communication strategies align with brand positioning and customer expectations.
Implement structured A/B testing methodologies and continuously improve campaign performance.
Analytics & Performance Management
Own and monitor key retention KPIs including:Retention Rate
Churn Rate
ARPU
NGR
LTV
CTR
Conversion Rate

Analyze player behavior and campaign performance to identify optimization opportunities.
Collaborate with BI and Data teams to define reporting requirements and actionable dashboards.
Prepare technical specifications for CRM platform enhancements, automation initiatives, and integrations.
Team Leadership & Cross-Functional Collaboration
Build, mentor, and develop a high-performing CRM and Retention team.
Conduct regular 1:1 meetings, performance reviews, coaching sessions, and career development planning.
Define team KPIs, objectives, and performance standards.
Collaborate closely with Product, BI, VIP, Support, Marketing, Affiliate, and Platform teams to ensure alignment on retention goals and initiatives.
Act as the key stakeholder for CRM-related projects and retention-focused product improvements.

Requirements
3+ years of experience in CRM, Retention, or Lifecycle Marketing within iGaming.
Proven understanding of player lifecycle mechanics and retention strategies.
Experience managing or mentoring team members (1+ year preferred).
Hands-on experience with CRM platforms, automation tools, and campaign management systems.
Strong analytical mindset with deep understanding of retention and monetization metrics.
Experience working with Tier-1 and European GEOs.
Ability to operate effectively in a fast-paced, growth-oriented environment.
Excellent communication, organizational, and stakeholder management skills.
English level: Intermediate+ or higher.

Nice to Have
Experience managing VIP retention initiatives.
Experience with loyalty programs and gamification systems.
Experience launching CRM processes from scratch.
Experience working with BI tools and advanced segmentation models.

What We Offer
Flexible working hours and fully remote work format.
Unlimited vacation policy and paid sick leave.
Competitive compensation package based on experience and expertise.
Employee referral bonus program.
Gifts and rewards for special occasions.
50% reimbursement of learning and professional development expenses.
Sports and wellness compensation program.
Co-working space reimbursement.
Team-building activities and corporate events.
Supportive and collaborative international team environment.