Job Specifications & Details
Role Overview
An international digital entertainment company is seeking a Head of Retention to build the CRM department almost from scratch. The project is in an active launch phase: some CRM mechanics are already operational, but a complete system for communications and user retention needs to be established.
Key Responsibilities
• Conduct an audit of current CRM processes and refine missing elements;• Establish a system of CRM communications and retention mechanics;• Develop the promotional calendar: bonuses, tournaments, promotions, and interactive gaming mechanics considering GEO and localization;• Create CRM funnels: from segmentation and content to launch and results analysis;• Manage regular campaigns (Welcome, Retention), re-engagement, and personalized bonus offers;• Oversee the CRM team (2 CRM managers and a Promo manager);• Analyze results and improve user retention metrics.
Requirements & Qualifications
• 3+ years of experience in CRM / Retention within the digital entertainment industry;• Senior / Lead level expertise;• Understanding of bonus mechanics, segmentation, re-engagement, and promotional calendar development;• Experience in creating CRM funnels from scratch;• Ability to independently identify growth points and propose solutions for user return and retention;• Readiness to combine strategic work with hands-on process setup;• This is not a classic managerial position with a large team;• Initially, you will need to personally build processes, launch mechanics, and establish the foundation of the CRM department.