Head of CRM / Head of Retention

The company is looking for a Head of CRM / Head of Retention to launch a new casino project. The specialist will be responsible for building CRM strategy, developing retention initiatives, and managing the player lifecycle.

What you'll do

• Develop and implement CRM strategy
• Manage segmentation, communications, and user experience
• Launch activation, retention, reactivation, and churn management mechanics
• Plan promo campaigns with a horizon from 1.5 months to one year
• Develop VIP direction: personalization, analytics, and player retention
• Set up triggered and transactional communications (email, push, SMS)
• Integrate CRM with external services via API (Customer.io, OneSignal, CommPeak, etc.)
• Organize call center operations (if necessary)
• Analyze key product metrics: LTV, RR, GGR, NGR, ARPU, DAU, WAU, MAU, CR, MRR
• Collaborate with developers, contractors, and vendors
• Improve product processes to drive business metrics growth

What we need

• Experience in iGaming, gambling, or betting products
• At least 5 years of experience in CRM/Retention
• At least 2 years of experience as Head of CRM / Head of Retention
• Experience with API integrations and email delivery services
• Analytics and dashboard building skills (Power BI or similar tools)
• Team management experience, including call center
• Understanding of CIS, Latin America, Asia, and Africa markets
• English at the level of reading documentation and communicating with vendors

Nice to have

• Experience with Softswiss, BetConstruct, 1xCMS, T1, BetB2B
• Experience launching CRM processes from scratch
• Deep understanding of VIP programs and bonus mechanics

What's in it for you

• Fully remote work
• Work on a new international iGaming project
• Opportunity to build CRM and retention from scratch
• High degree of influence on the product and key business metrics

Stack & operators

Target geo