Retention Team Lead (iGaming)

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.