VP, Retention

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the global CRM/Retention business unit within Growth, focusing on sportsbook, casino, and emerging markets.

• Develop and refine the global retention strategy, encompassing activation, early life progression, engagement, lapse prevention, and reactivation.

• Lead and enhance Core CRM, Lifecycle, and Live Ops initiatives.

• Evaluate the operating model, maintain expertise, and implement evidence-based changes.

• Provide casino insights and collaborate with Product on loyalty and customer propositions.

• Focus on personalized lifecycle journeys and impactful interactions through email, push notifications, SMS, and in-app channels.

• Own key performance outcomes such as deposit progression, cash active days, cross-selling, lifetime value, reactivation efficiency, and cohort retention.

• Collaborate with BI to confirm baselines, create reports, and evaluate incrementality through experiments and holdouts.

• Emphasize data, segmentation, and MarTech capabilities alongside Product and Engineering teams.

• Manage essential CRM vendor relationships.

• Foster alignment among Product, BI, Growth, and market stakeholders.

• Set standards for contact strategy, quality assurance, consent, and customer protection.

• Translate evidence into priorities, investment proposals, and learning opportunities.

⛳️ Requirements

• Proven experience in leading CRM, retention, or lifecycle activities within the iGaming sector, demonstrating customer and commercial success.

• Strong understanding of casino operations and credible knowledge of sportsbook dynamics.

• Experience in adapting strategies across various products and markets.

• Ideally, experience in designing, launching, or evolving a loyalty program in conjunction with Product teams.

• Ability to build trust, constructively challenge, and align with senior cross-functional stakeholders.

• Experience in leading direct reports and nurturing team development.

• Capacity to enhance an established organization while valuing existing expertise.

• In-depth understanding of cohort retention, experimentation, holdouts, and incrementality, along with knowledge of attribution challenges and incomplete data.

• Commercial acumen regarding LTV, contribution margins, promotional costs, and reward efficiency.

• Familiarity with customer data, segmentation, decision-making processes, and CRM platforms.

• Ability to question dependencies and assess vendor value with specialized teams.

• Capability to balance strategic vision with operational diligence, speed, and responsible engagement in regulated markets.

• Must currently reside in the UK.

• Must possess the full right to work in the UK.

🏝️ Benefits

• Comprehensive private health insurance with zero excess, including optical coverage and optional dental care.

• Income protection plan.

• Tenure-based holiday policy: an additional two days of leave after three years, increasing to 30 days annually after five years.

• Flexible working arrangements.

• Fully supported home office setup.

• Nursery salary sacrifice scheme.

• Salary sacrifice options for technology and vacation expenses.

• Retail discounts and subscription benefits.

• Quarterly team social events.