Head of Retention / CRM Lead

An iGaming project is looking for a Head of Retention / CRM Lead who can simultaneously build CRM strategy, independently launch retention campaigns, and manage a team.

What you'll do

• Develop and implement CRM and retention strategy;
• Independently launch, analyze, and optimize CRM campaigns;
• Manage the retention/CRM team: set tasks, control results, and develop employees;
• Build processes within the direction: planning, reporting, KPIs, and task prioritization;
• Increase Retention Rate, Repeat Deposit Rate, LTV, ARPU, GGR, and NGR;
• Build lifecycle communications for the player base;
• Segment players by activity, deposits, behavior, and churn risk;
• Launch trigger, regular, and personalized communications via email, SMS, push, in-app, and messengers;
• Develop bonus mechanics, promotions, cashback, free spins, tournaments, and loyalty programs;
• Implement player reactivation campaigns;
• Conduct A/B tests, analyze results, and improve CRM funnels;
• Control bonus economics and effectiveness of promotional activities;

What we need

• At least 2 years of experience as Head of Retention in iGaming;
• Experience managing a CRM or retention team, or readiness to take on people management;
• Hands-on experience launching CRM campaigns, building segments, and analyzing results;
• Understanding of metrics: FTD, Repeat Deposit, LTV, ARPU, ARPPU, Retention, Churn, GGR, and NGR;
• Experience with repeat deposits and player reactivation;
• Skills in building CRM communications and database segmentation;
• Experience launching bonus mechanics and promotional campaigns;
• Ability to work with analytics and make data-driven decisions;
• Practical experience conducting A/B tests;
• Skills in managing tasks, processes, and a team.

Nice to have

• Experience with international iGaming products;
• Understanding of bonus abuse and bonus hunting;
• Experience building retention processes from scratch.

What's in it for you

• Fully remote work;
• Opportunity to directly influence key business metrics of the product;
• High level of responsibility for CRM and retention direction;
• A role combining strategy, hands-on work, and team management;
• Work with international markets;
• Opportunity to build processes, launch new mechanics, and test hypotheses;
• A team focused on results, analytics, and growth.

Stack & operators