Head of Retention

Our client is a fast-growing international iGaming company operating across online casino and sports betting markets. The company focuses on delivering engaging digital entertainment experiences while continuously developing its products, promotional mechanics, and customer engagement strategy.

About the Role

We are looking for an experienced Head of Retention to lead the company's CRM and player retention strategy.

You will be responsible for improving onboarding, engagement, loyalty, and reactivation while reducing churn and increasing customer lifetime value. The role combines strategic ownership with hands-on involvement and close collaboration with Product, BI, Marketing, and Customer Support teams.
Responsibilities
- Develop and lead the overall Retention and CRM strategy
- Build customer journeys across onboarding, engagement, loyalty, churn prevention, and reactivation
- Create and optimize promotional mechanics based on player behavior and segmentation
- Launch multi-channel campaigns across email, messengers, push notifications, live chat, and mobile channels
- Develop personalized and automated CRM communication flows
- Improve segmentation models and lifecycle campaigns
- Monitor retention performance and key player behavior metrics
- Work closely with BI teams on reporting and performance analysis
- Manage and improve CRM platforms and automation tools
- Run A/B tests and optimize campaigns based on results
- Track key KPIs including LTV, ARPU, churn rate, deposit frequency, and engagement
- Lead and develop the Retention and CRM team
- Collaborate with Product, Marketing, BI, and Support teams
- Build and structure the Retention function, including developing the team and internal processes
- Identify and manage local partners and contractors in target markets