Head of Retention iGaming

Head of Retention | iGaming
We’re looking for a Head of Retention to lead CRM and player retention for our iGaming project in the gambling industry. You’ll join the same project as our Affiliate and Business Development teams and work across the areas that shape the player journey and support business growth.
This is a leadership role with real ownership of the retention function. You’ll set the direction for how players are segmented, engaged and reactivated, lead the team responsible for delivering that strategy, and use campaign results to decide what to improve next. You’ll work closely with Product, VIP, BI, Marketing, Affiliate and Business Development colleagues to create relevant player experiences and make retention activity more effective.
Your responsibilities
Develop and own the player retention and CRM strategy
Lead the player lifecycle approach, from onboarding and engagement to loyalty, churn prevention and reactivation
Build and improve player segments, communication journeys and campaign logic
Oversee automated campaigns across email, SMS, push, in-app and other available channels
Plan and optimize retention campaigns, promotions and loyalty initiatives
Use player and campaign data to identify opportunities and improve results
Set up A/B tests, evaluate outcomes and apply learnings to future campaigns
Monitor key metrics such as retention, reactivation, repeat deposits, LTV, NGR and bonus costs
Prepare performance reports and translate findings into clear recommendations
Lead, coach and develop the retention/CRM team
Coordinate retention initiatives with Product, VIP, BI, Marketing, Affiliate and Business Development teams
What we’re looking for
At least 3 years of CRM or player retention experience in iGaming or online casino
Experience developing and implementing a player retention strategy
Previous experience leading or developing a CRM/retention team
Strong understanding of player lifecycle, segmentation, churn prevention and reactivation
Hands-on experience with CRM platforms and marketing automation
Experience managing multi-channel campaigns and automated player journeys
Confident use of analytics, reporting and A/B testing to improve campaign performance
Ability to connect player engagement metrics with business outcomes
Strong communication and collaboration skills
Experience with GR8 Tech or a similar iGaming CRM platform is an advantage
Work format
Full-time
Remote, open to candidates worldwide
English: B2
Russian: C2