Head of Retention (CRM)

An international iGaming company (NDA) is looking for a Head of Retention (CRM) to build the CRM function almost from scratch. The project is at an active launch stage: some CRM mechanics are already in place, but a full communication and player retention system needs to be built. The role is remote and combines strategic work with hands-on process setup.

What you'll do

• Conduct an audit of current CRM processes and refine missing elements.
• Build the CRM communication system and retention mechanics.
• Develop the promo calendar: bonuses, tournaments, promotions, and game mechanics with consideration of GEO and localization.
• Create CRM chains: from segmentation and copywriting to launch and performance analysis.
• Run regular campaigns (Welcome, Retention), reactivations, and personalized bonus offers.
• Manage the CRM team (2 CRM managers and a Promo manager).
• Analyze results and improve player retention metrics.
• At the start, personally build processes, launch mechanics, and create the foundation of the CRM function.

What we need

• 3+ years of experience in CRM / Retention in iGaming.
• Senior / Lead level.
• Understanding of bonus mechanics, segmentation, reactivation, and promo calendar planning.
• Experience building CRM chains from scratch.
• Ability to independently identify growth points and propose solutions for player reactivation and retention.
• Willingness to combine strategic work with hands-on process setup.

What's in it for you

• Opportunity to build a retention system in an international iGaming project.
• Significant impact on processes and strategy.
• Work with a fast-growing product.
• Remote work format.

Stack & operators