Retention Manager / CRM Manager

A growing iGaming product in Canada and LATAM is looking for a Retention Manager / CRM Manager. The role includes developing retention strategy, bonus system, CRM communications, segmentation, and player reactivation. The candidate must understand retention economics and make data-driven decisions.

What you'll do

• Formation and development of the product's retention strategy.
• Development and launch of promo mechanics: Welcome packs, Reload bonuses, Cashback, Free Spins, Deposit bonuses, VIP mechanics, individual and reactivation offers.
• Calculation of bonus economics: wagering requirements, max bet, max cashout, limits, Bonus Cost %, forecasting promo cost and payback.
• Segmentation of the player base by activity, value, and behavior: RFM, deposit activity, player value, lifecycle stage, churn risk.
• Development of mechanics to increase repeat deposits and reactivate inactive players.
• Working on increasing LTV and reducing Churn Rate.
• Planning and launching automated and manual CRM campaigns via Email / Push / SMS.
• Building and optimizing lifecycle communications: onboarding, conversion, retention, reactivation, VIP.
• Creating and maintaining a promo calendar.
• Preparing segments and technical specifications for launching bonuses and CRM campaigns.
• Controlling technical settings of bonuses, segments, and communications before launch.
• Analyzing results of retention activities and further optimization of mechanics.

What we need

• 2+ years of experience as Retention Manager / CRM Manager / Bonus Manager in iGaming / Online Casino.
• Practical experience with bonus and retention mechanics.
• Understanding of online casino economics and the impact of bonuses on GGR / NGR.
• Ability to calculate wagering, bonus cost, limits, and evaluate promo effectiveness.
• Experience in user base segmentation and building lifecycle scenarios.
• Experience with CRM platforms and Email / Push / SMS communications.
• Ability to analyze campaign results and make data-driven decisions.
• Understanding of key iGaming metrics: Deposits, GGR, NGR, LTV, ARPU, Retention, Churn, Bonus Cost.

Nice to have

• Experience with Canada / LATAM.
• Experience building retention direction or CRM processes from scratch.
• Experience developing VIP programs and working with High Value Players.
• Experience building automated lifecycle / trigger communications.
• Experience conducting A/B tests of bonus mechanics and CRM communications.
• Understanding of retention specifics for casino / crypto audiences.

What's in it for you

• Remote work format.
• Flexible schedule 5/2.
• Opportunity to directly influence the retention strategy and bonus system of the product.
• Fast decision-making without unnecessary bureaucracy.
• Work with Canada, LATAM, and crypto direction.
• Opportunity to propose, test, and implement your own retention mechanics.
• Terms and salary level are discussed individually depending on the candidate's experience.

Stack & operators

Target geo