CRM & Retention Lead

We are looking for a CRM & Retention Lead with strong expertise in developing data-driven retention strategies, customer lifecycle management, and personalized communication to boost player engagement and lifetime value in the iGaming sector. The ideal candidate will drive loyalty programs, optimize CRM campaigns, and collaborate cross-functionally to enhance player retention and revenue growth.

• Own and be accountable for key performance metrics: Turnover, GGR, Retention Rate, Reactivation, and Churn.
• Build a structured CRM process framework: planning, launching, QA, automation, and results tracking.
• Manage all user communication channels: email, push, in-app messages, SMS.
• Design CJMs and personalized campaigns for key segments (e.g., FTDs, VIPs, inactive users).
• Audit and evolve CRM functionality by implementing new mechanics and optimizing existing ones.
• Collaborate closely with Product, Casino, Antifraud, Promo, VIP, and Content teams.
• Cultivate a strong internal CRM culture: focus on process, analytics, and team development.