Head of CRM & Retention

Key Responsibilities

1. Retention Strategy & Lifecycle Management

• Develop and execute the global retention and CRM strategy across the entire player lifecycle.

• Lead initiatives for onboarding, engagement, reactivation, churn prevention, and VIP retention.

• Architect scalable user segmentation frameworks to enhance personalization and communication efficiency.

• Optimize bonus policies, promotional mechanics, loyalty programs, and gamification strategies.

• Identify high-growth opportunities to increase Retention Rate, ARPU, NGR, and overall Lifetime Value.

2. CRM Campaign Management

• Design and launch multichannel campaigns across Email, SMS, Push, In-App, and onsite channels.

• Develop automated, trigger-based communication flows mapped to specific user behaviors.

• Ensure all communications align with brand positioning and elevate the customer experience.

• Implement rigorous A/B and multivariate testing to continuously refine campaign performance.

3. Analytics & Performance Management

• Own key retention KPIs: Retention Rate, Churn, ARPU, NGR, LTV, CTR, and Conversion Rates.

• Collaborate with BI and Data teams to build actionable dashboards and refine reporting logic.

• Prepare technical specifications for CRM platform enhancements and automation integrations.

4. Team Leadership & Collaboration

• Build, mentor, and lead a high-performing CRM/Retention team.

• Manage performance through 1:1s, coaching, and long-term career development planning.

• Act as the primary stakeholder for retention-focused product improvements and cross-functional projects.

Requirements

• 3+ years of CRM/Retention experience specifically within the iGaming industry.

• Proven track record of managing player lifecycle mechanics and large-scale retention strategies.

• 1+ year of experience in a leadership or mentoring capacity.

• Expert-level knowledge of CRM platforms (e.g., Customer.io, Braze, Optimove) and automation tools.

• Strong analytical mindset with a deep understanding of monetization and retention metrics.

• Experience operating within Tier-1 and European GEOs.

• Languages: English (B2+ Upper Intermediate) and Ukrainian (Native).

Nice to Have:

• Direct experience launching CRM processes from scratch.

• Expertise in VIP management and high-value player retention.

• Experience with advanced SQL or SQL-based segmentation models.

What We Offer

• Competitive Compensation: Performance-based package with regular reviews.

• Flexibility: 100% remote work format with flexible start times.

• Time Off: Unlimited paid vacation policy and 10 paid sick leave days per year.

• Benefits Café: Monthly allowance for sports, language learning, health insurance, or therapy.

• Growth: 50% co-funding for professional development courses and training.

• Equipment: Provision of all required work hardware.

• Celebrations: Gifts for significant life events and personal milestones.

• Community: Supportive international team with regular team-building activities.