Head of CRM/Retention

The company is looking for a Head of Retention to lead the CRM/Retention function, develop player retention and reactivation strategies, manage a team, and drive key business metrics across international markets.

What you'll do

• Develop and implement player lifecycle strategy: activation, retention, reactivation, VIP segment development
• Increase LTV, ARPU, and retention; reduce churn
• Lead multi-channel campaigns: email, SMS, push, in-app
• Plan and launch welcome sequences, activation flows for FTD, reload and regular bonuses, reactivation campaigns, VIP communications
• Implement holdout groups and A/B testing as standard practice
• Collaborate closely with the VIP team on individual retention strategies

What we need

• At least 4 years of experience in iGaming CRM/Retention, including a role as Head of CRM, CRM Lead, or Senior CRM Manager
• Deep understanding of player lifecycle and economics in sportsbook and/or casino
• Proven track record of CRM initiatives with measurable revenue impact
• Deep understanding of bonus mechanics and retention economics
• Strong analytical skills: cohort analysis, A/B testing, holdout methodology, attribution
• Proficient in SQL and BI tools (Power BI or equivalent)
• Hands-on experience with modern CRM/CDP platforms (Customer.io, Braze, Salesforce Marketing Cloud, HubSpot or equivalent)
• Understanding of email infrastructure: SPF/DKIM/DMARC, warming, inbox placement
• Experience managing a team of at least 5 people
• English Upper-Intermediate (B2) or higher

Stack & operators

Target geo