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Confidential Operator

Retention Manager / CRM Manager

RemoteWorldwide2 viewsPublished: August 12, 2026
Crypto Payroll
USDT Available

Job Specifications & Details

Role Overview

We are seeking an experienced Retention Manager / CRM Manager for a growing interactive entertainment product focused on the Canadian and LATAM markets. This role involves developing the retention strategy, managing the player database, bonus systems, CRM communications, segmentation, and reactivation efforts. We are looking for a specialist who understands retention economics, can evaluate promo effectiveness, work with player behavior, identify growth points for repeat deposits and LTV, and make data-driven decisions.

Key Responsibilities

• Forming and developing the product's retention strategy. • Developing and launching promotional mechanics: Welcome packages, Reload bonuses, Cashback, Free Spins, Deposit bonuses, VIP mechanics, individual and reactivation offers. • Calculating bonus economics: wagering requirements, max bet, max cashout, limits, Bonus Cost %, forecasting promo cost and ROI. • Segmenting the player database by activity, value, and behavior: RFM, deposit activity, player value, lifecycle stage, churn risk. • Developing mechanics to increase repeat deposits and reactivate inactive players. • Working to increase LTV and reduce Churn Rate. • Planning and launching automated and manual CRM campaigns via Email / Push / SMS. • Building and optimizing lifecycle communications: onboarding, conversion, retention, reactivation, VIP. • Forming and maintaining a promotional calendar. • Preparing segments and technical specifications for launching bonuses and CRM campaigns. • Controlling technical settings for bonuses, segments, and communications before launch. • Analyzing the results of retention activities and further optimizing mechanics. • Analytics and metrics: Repeat Deposit Rate / repeat deposits, Retention Rate and Churn Rate, LTV / ARPU / ARPPU, GGR / NGR, Bonus Cost / Bonus Cost %, ROI of promo campaigns, Conversion Rate for CRM communications and promos, Reactivation Rate, Analysis of behavior for various player segments.

Requirements & Qualifications

• 2+ years of experience as a Retention Manager / CRM Manager / Bonus Manager in the interactive entertainment / online platforms industry. • Practical experience with bonus and retention mechanics. • Understanding of online platform economics and the impact of bonuses on GGR / NGR. • Ability to calculate wagering, bonus cost, limits, and evaluate promo effectiveness. • Experience in user base segmentation and building lifecycle scenarios. • Experience with CRM platforms and Email / Push / SMS communications. • Ability to analyze campaign results and make data-driven decisions. • Understanding of key interactive entertainment industry metrics: Deposits, GGR, NGR, LTV, ARPU, Retention, Churn, Bonus Cost. • Nice to have: • Experience working with Canada / LATAM markets. • Experience building a retention department or CRM processes from scratch. • Experience developing VIP programs and working with High Value Players. • Experience building automated lifecycle / trigger communications. • Experience conducting A/B tests for bonus mechanics and CRM communications. • Understanding of retention specifics for digital gaming platforms / crypto audiences.