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Retention Manager

Full Time

Remote

Job Description

We're looking for a Retention Manager who will launch retention campaigns and increase player engagement. You will segment audiences, personalize offers, and analyze key metrics to optimize results.

About the Client

Our client specializes in delivering an exceptional level of customer satisfaction. By focusing on long-term value, proactive support, and consistent engagement, the client helps businesses maximize customer retention, reduce churn, and strengthen trust throughout the entire customer journey. Their approach combines innovation, adaptability, and a customer-centric mindset, ensuring that every interaction adds value and reinforces loyalty.

What You Will Do

  • Develop and implement CRM retention strategies across all stages of the player lifecycle, including onboarding, retention, reactivation, and VIP.

  • Segment the player base based on behavioral factors, RFM analysis (Recency, Frequency, Monetary), gaming preferences, engagement level, and churn risk.

  • Develop, launch, and optimize omnichannel campaigns across Email, Push, SMS, Messenger, In-App, Calls, and other communication channels.

  • Develop, test, and implement effective promotions, tournaments, loyalty programs, cashback campaigns, and personalized bonus offers.

  • Monitor, analyze, and optimize key CRM metrics, including Retention Rate, Churn Rate, LTV, ARPU, NGR, Bonus Ratio, and Conversion Rate.

  • Develop and test hypotheses related to messaging, offers, send times, communication channels, and bonus mechanics through A/B testing to improve campaign performance and ROI.

  • Build and optimize trigger-based workflows, funnels, automated player journeys, and personalized communication scenarios.

  • Analyze player behavior and campaign performance to identify churn risks, anomalies, and growth opportunities.

  • Develop data-driven initiatives to improve player retention and campaign performance.

  • Collaborate with Data Analytics, Design, VIP Management, Product/Integration, and other cross-functional teams to ensure effective implementation of CRM initiatives.

What We Are Looking For

Requirements:

  • 1.5–2 years of experience in a similar role (Retention / CRM Manager) specifically within the iGaming industry (Gambling / Casino / Betting).

  • CRM Platforms: Experience working with iGaming-focused CRM tools, such as Optimove, Fast Track, SalesManago, Pushwoosh, Customer.io, Braze, or in-house tools within platforms such as SoftSwiss, EveryMatrix, or similar.

  • iGaming Knowledge: Deep knowledge of iGaming products, including Casino, Slots, Live Casino, and Betting, as well as gaming mechanics and player behavior.

  • Data-Driven Approach: Ability to work with large datasets, build reports, and identify anomalies and growth opportunities.

  • Metrics Knowledge: Clear understanding of how to calculate LTV, CAC, NGR/GGR, Retention Rate, Churn Rate, and optimize Bonus Ratio.

  • English: Upper-Intermediate (B2) level or higher.

Tools & Knowledge:

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  • CRM & Automation: Experience building trigger-based workflows and funnels using CRM automation systems.

  • Data Analytics & SQL: Basic to intermediate SQL, Looker, Tableau, Power BI, and Google Analytics.

  • Segmentation & RFM Analysis: RFM models and Predictive Analytics for player segmentation and churn prediction.

  • HTML/CSS: Basic HTML/CSS for editing email templates without developer support.

  • Copywriting & Design Briefing: Conversion-focused copy for Email, Push, and SMS communications and clear briefs for designers.

What You Can Expect

  • Full-time employment (5/2 schedule).

  • 8-hour working day with flexible hours between 8:00–17:00 and 10:00–19:00.

  • 20 vacation days + 12 paid sick leave days annually.

  • Professional development opportunities within the company. 

  • Training and mentoring: team support during onboarding and probationary periods.

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