Job Specifications & Details
Role Overview
We are seeking a Head of Retention to lead the CRM/Retention department. This role involves developing player retention and reactivation strategies, managing a team, and driving key business metrics across international markets.
Key Responsibilities
• Develop and implement player lifecycle strategies: activation, retention, reactivation, and VIP segment development;• Drive growth in LTV, ARPU, and retention, while reducing churn;• Lead multichannel campaigns across email, SMS, push, and in-app channels;• Plan and launch welcome sequences, activation flows for FTD, reload and regular bonuses, reactivation campaigns, and VIP communications;• Implement holdout groups and A/B testing as a standard operational practice;• Collaborate closely with the VIP team on individual retention strategies.
Requirements & Qualifications
• 4+ years of experience in iGaming CRM / Retention, including roles as Head of CRM, CRM Lead, or Senior CRM Manager;• Deep understanding of player lifecycle and economics in sports entertainment and/or digital gaming platforms;• Proven track record of CRM initiatives with measurable revenue impact;• Strong understanding of bonus mechanics and retention economics;• Robust analytical skills: cohort analysis, A/B testing, holdout methodology, attribution;• Proficient in SQL and BI tools (Power BI or similar);• Practical experience with modern CRM/CDP platforms (Customer.io, Braze, Salesforce Marketing Cloud, HubSpot, or similar);• Understanding of email infrastructure: SPF/DKIM/DMARC, warming, inbox placement;• Experience managing a team of 5+ people;• English language proficiency — Upper-Intermediate (B2) or higher.