Head of CRM / Retention (TR 1)

🚀 We’re hiring: Head of CRM Retention
We are a fast-growing iGaming company with 1,300+ professionals and 10+ successful projects operating across international markets. We are looking for an experienced Head of CRM Retention to lead and scale our CRM function, with a strong focus on Tier-1 GEOs and high-value player segments.

Responsibilities:

Own and drive the CRM Retention strategy across Tier-1 markets, ensuring sustainable growth in player engagement, retention, LTV, and revenue.
Develop market-specific retention approaches based on player behavior, local preferences, regulatory specifics, and competitive landscape.
Lead, mentor, and develop the CRM team, establishing clear processes, best practices, and performance standards.
Define, track, and improve key CRM KPIs, including Retention Rate, LTV, ARPU, ROI, Churn Rate, Reactivation Rate, and Conversion Rate.
Own customer segmentation, lifecycle management, personalization, loyalty mechanics, bonus strategies, and CRM automation.
Build sophisticated communication journeys across different player lifecycle stages and value segments.
Work closely with Product, Marketing, BI, Analytics, VIP, and Acquisition teams to create data-driven retention initiatives.
Identify growth opportunities through cohort analysis, player behavior, market trends, and competitor benchmarking.
Continuously test and optimize CRM campaigns, offers, communication channels, and retention mechanics.
Ensure CRM activities are adapted to the expectations and behavioral patterns of players in highly competitive Tier-1 markets.

Requirements:

4+ years of experience in CRM, Retention, or Lifecycle Marketing within the iGaming industry.
2+ years of experience leading CRM teams.
Proven hands-on experience with Tier-1 GEOs and a strong understanding of mature, highly competitive iGaming markets.
Experience managing CRM strategies for high-value and VIP player segments will be a strong advantage.
Strong expertise in retention strategy, loyalty programs, player segmentation, bonus mechanics, CRM automation, personalization, and lifecycle management.
Proven ability to improve key retention metrics through data-driven experimentation and optimization.
Strong analytical skills and confidence working with player data, cohorts, funnels, and CRM performance metrics.
Experience with CRM platforms; Smartico experience will be a strong plus.
Ability to combine strategic ownership with hands-on execution in a fast-paced environment.
Upper-Intermediate English or higher.
Fluent Ukrainian or Russian communication skills.

What We Offer:

🌍 Fully remote work
💰 Competitive salary
🏖 Paid vacation, sick leave, and Birthday Day Off
📈 Opportunity to build and scale the CRM Retention function across Tier-1 markets
🤝 Strong team culture and fast decision-making
🚀 High level of ownership and direct impact on business growth
Ready to take ownership of CRM Retention and drive player value across Tier-1 markets?