We’re looking for a results-driven Head of Retention with a strong background in iGaming, capable of building and scaling retention strategies from the ground up. The ideal candidate understands player behavior and lifecycle, knows how to lead teams, drive retention and reactivation, and is confident working with data, segmentation, and multichannel communications in a fast-paced, high-growth environment.
Responsibilities
— Develop and lead the overall retention strategy focused on player retention, reactivation, and engagement across all lifecycle stages. — Build, mentor, and manage a growing team of CRM Managers, Promo Managers, and SMM Managers. Oversee the design and execution of all automated trigger campaigns (email, in-app, SMS, push, etc.), ensuring alignment with brand tone and user needs. — Own and evolve bonus strategies and promotional mechanics to support key KPIs — from active user growth to ARPU uplift. — Introduce and scale gamification mechanics. — Collaborate closely with Product, BI, VIP, Support. — Marketing teams and Platform to align CRM efforts with broader business goals. — Set up and manage user segmentation frameworks for scalable targeting and personalization. — Ensure rigorous performance analysis and A/B testing practices are applied to all CRM activity. — Act as a key stakeholder in CRM tooling — driving platform enhancements, integration quality, and automation capabilities.
Requirements
— 3+ years of experience in CRM within the iGaming industry, focused on large-scale B2C audiences; — 2+ years in a leadership role managing a CRM team; — Proven track record of building and scaling CRM functions from scratch or in high-growth environments; — Deep understanding of the player lifecycle, behavior patterns, motivations, and engagement stages; — Experience with Tier 1 markets, including local player expectations and compliance; — Hands-on experience with CRM platforms such as Customer, Smartico, Symplify, or similar; — Strong knowledge of HTML & campaign logic; Ability to interpret CRM metrics: retention, churn, reactivation, LTV, ARPU, NGR, bonus cost, CTR, OR/CR across channels; — Experience in multichannel communication strategies: email, onsite, push, SMS, messengers; — Strategic planning skills focused on player retention, reactivation, and ARPU growth; — Ability to translate strategic goals into actionable team tasks; Experience in scaling communication channels.
Work conditions
— Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work! — Unlimited vacation days and paid sick leave—because your rest matters. — A competitive compensation that truly reflects your skills and expertise. — Employee referral bonus and gifts to celebrate your special occasions. — 50% financial support for learning expenses to supercharge your professional growth! — A positive atmosphere where you always feel respected and truly belong. — Inspirational team-building activities that turn colleagues into best friends. — Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships. — Co-working space reimbursement to save your nerves from always working from home :)
