Job Specifications & Details

Role Overview

An international digital entertainment holding is launching a new gaming platform for the LATAM market and is looking for a Head of Retention / CRM to build and develop the CRM department from scratch.

Key Responsibilities

• Develop and implement a CRM/Retention strategy from scratch. • Build CJM and lifecycle communications (onboarding → retention → reactivation → VIP). • Launch and optimize triggered and omnichannel CRM campaigns. • User segmentation, development of loyalty programs and VIP direction. • Analyze key metrics (LTV, ARPU, Retention, Churn), conduct A/B tests. • Collaborate with product, marketing, BI, and support teams to develop the CRM direction.

Requirements & Qualifications

• Experience as Head of CRM / Head of Retention / Team Lead CRM in the interactive entertainment or sports analytics sector is mandatory. • Experience with CRM platforms (Braze, Customer.io, Salesforce, Mindbox, or similar). • Strong analytical skills and a data-driven approach. • Experience launching CRM processes and building a strategy from scratch. • English language proficiency at Upper-Intermediate (B2+) level and above.