Partners Customer Retention Specialist

Description
We are looking for a skilled and motivated Partners Customer Retention Specialist to join our CRM team. In this role, you will be responsible for managing customer retention campaigns via our CRM Tool on behalf of our B2B partners. You will support partners in increasing player engagement, loyalty, and lifetime value through targeted campaigns, segmentation, and gamification strategies.

Responsibilities

• Plan, execute, and optimize customer retention campaigns using the CRM Tool across multiple channels (email, SMS, push notifications, in-app messages)
• Analyze player data and campaign performance to identify behavioral trends and recommend tailored strategies for partner growth
• Set up and monitor retention flows and automation journeys aligned with each partner’s objectives
• Create and manage gamification mechanics (e.g., tournaments, missions, loyalty programs) to increase player engagement
• Collaborate with Account Managers and Product teams to understand partner needs and translate them into effective CRM initiatives
• Provide CRM Tool training and ongoing support to partners, ensuring they understand key features and best practices
• Segment customer databases for highly personalized targeting based on player behavior and value
• Ensure compliance with responsible gaming practices and regulatory guidelines in all retention efforts
• Identify and resolve any CRM campaign or platform issues in a timely manner

Requirements

• Bachelor’s degree in Marketing, Business Administration, or a related field
• At least 1 year of experience in CRM, retention marketing, or a similar role
• Strong understanding of customer lifecycle and retention strategies
• Experience working with CRM platforms/tools and analyzing campaign data
• Excellent communication skills, both verbal and written
• Fluency in Armenian and English is mandatory
• Analytical mindset with attention to detail and a proactive approach to problem-solving
• Ability to manage multiple projects simultaneously and work in a fast-paced environment
• Experience in the iGaming or online entertainment industry
• Hands-on experience with CRM Tool or similar retention/automation platforms
• Understanding of casino player behavior and gamification mechanics