Retention Tech Lead

We are looking for a CRM Manager to join a B2C online casino project and take a hands-on role in adapting the existing CRM setup for a new Tier 1 market.
The product is already live and has previously operated in Scandinavian markets. We are now preparing it for a new GEO, so the main focus of the role will be to adapt existing CRM processes, player journeys, segmentation and communication strategy to the new market.
This is a fully remote position.

What you will do:

Adapt the existing CRM and retention setup for a new Tier 1 GEO.
Work hands-on with Customer.io: set up and manage campaigns, segments, triggers and automated player journeys.
Build and optimize player lifecycle communications across Email, Push, SMS and In-app channels.
Create player segments based on lifecycle stage, behaviour, activity and value.
Develop retention and reactivation campaigns for different player groups.
Work with bonuses, promotions and CRM offers.
Analyze player behaviour and campaign performance to identify opportunities for improving retention and engagement.
Work with key CRM and retention metrics, including retention, redeposit frequency and LTV.
Run A/B tests and continuously optimize campaigns, offers, segments and communication logic.
Define what content and offers should be communicated to different player segments.
Work closely with Retention, Product, VIP/Support and other teams to prepare the product for the new market launch.

What we're looking for:

4+ years of experience as a CRM Manager in iGaming / online casino.
Hands-on experience working with Tier 1 markets in iGaming.
Strong practical experience with Customer.io is required.
Experience using AI tools such as ChatGPT or Claude for CRM content and workflow support.
Experience with email deliverability and domain warming.
Experience building and managing CRM campaigns independently.
Strong understanding of player segmentation, lifecycle communication, retention and reactivation.
Experience with Email, Push, SMS and In-app communication.
Understanding of casino bonuses, promotions and player behaviour.
Ability and willingness to work hands-on — this is not a coordination-only role.
Ability to work with an existing product, understand the current CRM setup and adapt it to the specifics of a new GEO.
Native Russian or Ukrainian.
English — B1 or higher.

Nice to have

Experience with Figma.
Basic SQL knowledge.
Sportsbook CRM experience in addition to casino.