Head of Retention

Job description

Join Our iGaming Team as a Head of Retention in our multi-country product iGaming company with ambitious Industry innovators with regional reach and 6+ years of successful operation. Our portfolio includes three large-scale brands successfully operating across Tier 1 geos.

We pride ourselves on attracting and valuing highly qualified professionals, enabling us to scale and succeed in new markets.

Your Mission: to drive the logic and architecture, coordinate the overall effort of user retention

- Develop and implement a multi-channel overall Retention and CRM strategy for online casinos to boost customer onboarding experience, retention, engagement, and monetization.

- Identify and apply promotional mechanics that align with different user psychotypes and behavioral triggers to drive engagement, loyalty, and conversion.

- Develop, implement, analyse and manage innovative solutions to boost onboarding and retention across traditional as well as SMM, TikTok, Instagram, Messengers, LiveChat and Mobile App. instruments, mechanics and cross-departmental activities.

- Regularly plan and execute multi-channel marketing campaigns using customer segmentation and personalization.

- Analyze user behavior and activity to optimize retention strategies, research and implement relevant proven, trending or innovative product features, communications channels and formats.

- Implement relevant multi-source data collection, integration to enable live automated analysis and reporting, and data-driven decision making.

- Assess the effectiveness of and continuously improve CRM campaigns through analytics and data-driven insights.

- Coordinate SMM, or other traffic-source-specific content, implementations, integration for player onboarding, retention and reactivation, as well as recycling of multi-channel registrations, including Instagram, TikTok, Streamer and Influencers, App-Only users.

- Manage and configure the CRM platform and marketing automation tools, including customer database segmentation.

- Recruit, train, lead and mentor the Retention, Promo, CRM team to deliver the department results.

- Analyse, monitor, organise, coordinate and resolve deliverability rate of communications.

- Collaborate with Product Development, Marketing, BI and Analytics and Customer Success and Support teams to align overall retention with business goals, cross-departmental initiatives and priorities.

- Stay updated on the latest trends and innovations in the iGaming industry.

- Retention Goal Ownership: Fully understand the retention KPIs we aim to achieve (e.g. increased LTV, reduced churn, uplift in ARPU, deposit frequency, etc.) and drive structured improvements toward those goals.

- Cross-functional Supervision: Act as the central point between CRM, BI, product, and bonus engine development to ensure the continuous evolution of the retention system, backed by data and feedback loops.

Our requirements:

- 4+ years of experience as Retention Team Lead.

- In-depth knowledge and hands-on experience of Customer Journey Optimization best practices, with experience in developing and implementing testing strategies across channels, including designing and analyzing contact strategies, automation techniques/tools and customer experience optimization.

- Solid grasp of the full range of promotional tools (bonuses, gamification, rewards, challenges, etc.) and the underlying logic, including their mathematical models, economic constraints, and long-term profitability impact.

- Segment-Oriented Thinking: Skill in building and managing dynamic customer segments based on behavior, value, and lifecycle stage, and applying tailored retention strategies to each.

- Proven ability to manage a team of 4+ people and managing an international and geographically dispersed multicultural English speaking digital team.

- Expertise in developing multi-channel customer engagement strategies.

- Proven hands-on experience of implementing relevant automated Retention reporting.

- Strong knowledge of A/B testing methodologies and data-driven optimization practices.

- Ability to segment customer databases and craft personalized offers.

- Ability to manage and prioritize multiple projects simultaneously within a complex organization.

Preferred:

- Experience with Customer.io system and overall other retention instruments.

- Expertise in designing and implementing loyalty programs.

- Creative thinking and problem-solving abilities.

- English Upper Intermediate.

What we offer:

Our success depends on our talented employees who work online every single day with a sense of purpose and an appetite for progress.

- Competitive salary;

- Remote work in a flexible environment;

- 20 working days of paid vacation and education projects;

- Great product with our software solution;

- Opportunity for growth at professional levels, attending top industry events and conferences, and international workshops at our competence centers.