Retention Team Lead (iGaming)

Job description

We are looking for an experienced Retention Team Lead to lead and develop our Retention/CRM team and drive player engagement, loyalty, and revenue across our iGaming products.

Responsibilities

- Lead, manage, and develop the Retention/CRM team;

- Build and execute retention strategies for different player segments;

- Develop and optimize CRM campaigns, promotions, bonuses, and lifecycle journeys;

- Work with segmentation, personalization, and player reactivation;

- Analyze player behavior and identify opportunities to improve retention and LTV;

- Monitor key metrics such as Retention Rate, Churn, LTV, ARPU, GGR, NGR, FTD, Deposit Frequency, and Reactivation Rate;

- Develop and test new retention mechanics, offers, and communication strategies;

- Work closely with CRM, Product, Analytics, VIP, Marketing, and Affiliate teams;

- Set team KPIs, monitor performance, and provide regular feedback;

- Analyze campaign performance and prepare reports for management;

- Identify growth opportunities and implement data-driven improvements;

- Ensure effective use of CRM platforms and communication channels.

Requirements

- 2+ years of experience in Retention / CRM within iGaming;

- Proven experience managing or leading a Retention/CRM team;

- Strong understanding of the iGaming player lifecycle;

- Hands-on experience with player segmentation, reactivation, loyalty, and churn prevention;

- Strong understanding of retention and monetization metrics;

- Experience working with CRM platforms and marketing automation tools;

- Strong analytical and strategic thinking;

- Ability to work with large player databases and translate data into actionable strategies;

- Strong communication and stakeholder management skills;

- Fluent English.

Would Be a Plus

- Experience with Smartico, Optimove, Customer.io, Braze or similar CRM platforms;

- Experience with multiple iGaming GEOs and products;

- Experience developing loyalty/VIP and bonus strategies;

- Strong knowledge of casino and/or sportsbook products;

- Experience working with SQL, BI tools, or advanced analytics;

- Experience building a Retention/CRM function from scratch.

What We Offer

- Remote work;

- Competitive salary + performance-based bonus;

- Opportunity to lead and grow an experienced Retention team;

- Work with established iGaming products and significant player databases;

- High level of autonomy and influence on retention strategy;

- Strong collaboration with Product, Analytics, VIP, Marketing, and CRM teams;

- Professional growth and career development opportunities.