VIP Retention lead (CRM) IGaming

About the Company
We are a product iGaming company developing an international Sportsbook and Casino platform. We are looking for a VIP Retention Lead to drive the growth and retention of our highest-value player segment.
This is not a VIP Host role—you won't communicate with players directly. Instead, you'll build and optimize a scalable CRM-driven VIP retention system through segmentation, personalization, automation, and data-driven decision-making.

About the Role
Our VIP segment generates a significant share of the company's revenue, making this role strategically important to the business.
We're looking for someone who goes beyond launching CRM campaigns and can design a complete VIP Retention ecosystem—from segmentation and offer strategy to churn prediction, personalized customer journeys, and retention economics.
You'll report directly to the Head of CVM, enjoy a high level of ownership, and be responsible for the performance of the VIP segment.
Responsibilities

VIP Lifecycle Management
Own and develop the end-to-end VIP retention lifecycle.
Segment VIP players by tier, behavior, and lifecycle stage.
Build and optimize a Pre-VIP pipeline to identify and nurture high-potential players before they reach VIP status.
Monitor player movement between VIP tiers and continuously improve retention strategies.
Offer Strategy & Bonus Economics
Design and maintain a structured offer matrix for different VIP segments.
Develop personalized bonus mechanics and reward strategies.
Manage bonus economics and optimize campaign efficiency.
Present and defend retention strategies and business cases to the Head of CVM.
Churn Prevention & Reactivation
Build an early churn detection system for VIP players.
Analyze behavioral signals and implement churn alerts.
Develop retention strategies for different churn-risk levels.
Design and manage VIP reactivation programs for inactive players.

CRM Campaign Management
Own the full campaign lifecycle in Smartico:audience segmentation;
customer journeys;
personalized bonus mechanics;
VIP gamification;
campaign launches;
performance analysis.

Develop cross-product retention campaigns between Sportsbook and Casino.
Plan campaigns around major sporting events and business priorities.
Prepare clear briefs for the Content team on VIP communications and creative assets.
Responsible Gaming
Integrate Responsible Gaming principles into VIP CRM processes.
Exclude players with Responsible Gaming risk signals from promotional campaigns.
Ensure compliance with self-exclusion and responsible gaming policies.
Analytics & Reporting
Monitor key VIP KPIs using Smartico Data Studio.
Analyze retention, AV, NGR, and player migration between VIP tiers.
Conduct post-campaign analysis using control groups.
Prepare regular performance reports for the Head of CVM.

Requirements
4+ years of experience in CRM or Retention within the iGaming industry.
Proven experience working with VIP / High-Value player segments is mandatory.
Experience designing retention systems—not only executing campaigns.
Hands-on experience building:segmentation models;
offer matrices;
churn detection and alert systems;
personalized CRM mechanics.

Practical experience with CRM platforms such as:Smartico (strong advantage);
Optimove;
Fast Track;
or similar platforms.

Strong analytical skills, including:cohort analysis;
LTV modeling;
control groups;
bonus ROI;
retention campaign economics.

Solid understanding of both Sportsbook and Casino player behavior.
Experience working with Responsible Gaming principles.
English sufficient for business communication and reading technical documentation.
Nice to Have
Experience working with the Indian market.
Experience building Pre-VIP pipelines.
Experience with predictive churn models.
Experience collaborating with VIP Host or VIP Account Management teams.

We Offer
Fully remote work.
High level of ownership and autonomy.
Opportunity to build a VIP Retention system almost from scratch.
Work with one of the most valuable player segments in the iGaming industry.
Strong product team and modern CRM technology stack.
Direct impact on key business metrics and product growth.