Head of Retention

This is a fully remote position, open to applicants in Poland, +4 more countries.

📋 Description

• Develop and spearhead the comprehensive Retention and CRM strategy.

• Design customer journeys encompassing onboarding, engagement, loyalty, churn prevention, and reactivation.

• Create and refine promotional mechanics based on player behavior and segmentation.

• Initiate multi-channel campaigns across email, messaging apps, push notifications, live chat, and mobile platforms.

• Develop personalized and automated CRM communication workflows.

• Enhance segmentation models and lifecycle campaigns.

• Monitor retention performance and key player behavior metrics.

• Collaborate closely with BI teams on reporting and performance evaluation.

• Oversee and optimize CRM platforms and automation tools.

• Conduct A/B testing and refine campaigns based on outcomes.

• Track essential KPIs such as LTV, ARPU, churn rate, deposit frequency, and engagement.

• Lead and nurture the Retention and CRM team.

• Work in partnership with Product, Marketing, BI, and Support teams.

• Establish and structure the Retention function, including team development and internal processes.

• Identify and manage local partners and contractors in targeted markets.

⛳️ Requirements

• Minimum of 3 years of experience in Retention, CRM, or Lifecycle Marketing.

• Extensive experience in the B2C iGaming sector.

• Proficiency in working with large player databases, segmentation, and CRM automation.

• Strong understanding of the entire player lifecycle, including onboarding, engagement, repeat deposits, churn prevention, and reactivation.

• Experience in developing retention strategies tailored for casino players, preferably involving crash games or similar high-frequency products.

• Knowledge of bonuses, loyalty programs, gamification, rewards, and promotional mechanics.

• Strong analytical capabilities and familiarity with retention KPIs.

• Practical experience with A/B testing and data-driven campaign optimization.

• Ability to construct and enhance retention processes and workflows from the ground up.

• Experience leading a Retention/CRM team or significant Team Lead experience with readiness to transition into a Head role.

• Capability to build a team and manage external/local partners effectively.

• Strong cross-functional collaboration skills, especially with Marketing and BI.

• Proficiency in English is required; knowledge of Russian would be a significant advantage.

• Proactive, hands-on, and highly independent work style.

🏝️ Benefits

• Remote work flexibility.

• High level of ownership and autonomy.

• Opportunity to shape and build the retention strategy.

• International iGaming environment.

• Opportunities for professional growth.