Retention Team Lead (VIP) IGaming

Job description

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.