Lead CRM Retention Manager

Lead CRM Retention Manager

We are looking for a Lead CRM Retention Manager to take ownership of our retention direction, strengthen CRM communications, and help increase player activity, repeat deposits, LTV, and the overall performance of promotional campaigns.

This role is a great fit for someone who does more than simply launch campaigns. We need a person who can build a strong retention strategy, analyze user segments, identify growth opportunities, manage a team, and turn CRM into a powerful revenue channel.

Key Responsibilities
- Develop and execute CRM and retention strategies aimed at increasing player activity, repeat deposits, LTV, and long-term engagement.
- Manage CRM communications across email, push notifications, web push, SMS, Viber/Telegram, and onsite channels.
- Build, optimize, and scale lifecycle campaigns, including onboarding, activation, reactivation, VIP, churn prevention, winback flows.
- Segment players based on behavior, deposit activity, gaming habits, in/out performance, average deposit, frequency, inactivity period, and other key parameters.
- Develop promotional mechanics and personalized offers for different player segments.
- Analyze campaign performance using key metrics such as open rate, CTR, conversion rate, deposit conversion, retention rate, ARPU, LTV, uplift, and ROI.
- Collaborate with Product, BI, Design, Copywriting, VIP, Support, and Payments teams to launch effective retention activities.
- Manage the CRM calendar, communication frequency, and content quality.
- Lead and support a team of CRM/Retention specialists: set tasks, control deadlines, improve processes, and maintain high-quality execution.
- Identify new growth opportunities in retention, reactivation, monetization, and player engagement.

Requirements
- 3+ years of experience in CRM/Retention, preferably in iGaming, social casino, betting, fintech, gaming, or subscription-based products.
- Experience as a Lead, Senior CRM Manager, or Senior Retention Manager will be a strong advantage.
- Strong understanding of key CRM metrics: retention, churn, LTV, ARPU, ARPPU, conversion rate, deposit frequency, and reactivation rate.
- Experience with segmentation, lifecycle marketing, and personalization.
- Hands-on experience with email, push, SMS, Viber/Telegram, onsite, and web push campaigns.
- Ability to analyze data and make decisions based on performance metrics.
- Experience managing a team, building processes, and prioritizing tasks.
- Strong communication skills and the ability to work with multiple teams at the same time.
- English level sufficient for working with content, tools, and documentation.

Nice to Have
- Understanding of bonus logic, wagering, tournaments, cashback, free spins/free plays, deposit offers, and reactivation mechanics.
- Experience building CRM funnels from scratch.
- Experience with BI dashboards, SQL, or analytics tools.
- Understanding of deliverability, sender reputation, and basic email/push health metrics.

What We Offer
- The opportunity to influence CRM strategy and the overall retention direction of the product.
- Work with large user segments and a strong product team.
- Space for testing, new mechanics, and creative CRM solutions.
- Competitive compensation.
- Professional growth in a dynamic iGaming environment.
- A team that values initiative, analytics, ownership, and results.