CRM / Retention Manager

CRM / Retention Manager

We are an international iGaming company with 3+ years of experience, 1,500+ team members, and a portfolio of 11+ successful products across Tier 1–3 markets.

As we continue expanding into new GEOs and scaling our products, we are looking for a hands-on CRM / Retention Manager to build, manage, and optimize player lifecycle communications across multiple channels.

This role is ideal for someone who combines strategic thinking with strong execution skills and wants to directly influence retention, engagement, monetization, and overall player experience.

Responsibilities

• Build and manage CRM processes in Customer.io
• Set up user segments, events, attributes, automated journeys, and communication flows
• Launch and optimize campaigns across Email, SMS, Push, Web Push, In-App, and other channels
• Work closely with the Casino Manager on promotions, offers, and player engagement activities
• Develop and improve bonus mechanics and retention initiatives while maintaining promo efficiency
• Build lifecycle communication strategies for different player segments
• Run A/B tests and continuously optimize campaign performance
• Monitor key CRM and retention metrics, identify bottlenecks, anomalies, and growth opportunities
• Improve personalization through dynamic content, localization, and data-driven segmentation
• Maintain campaign tracking, UTM tagging, content rules, and communication frequency controls
• Collaborate closely with Product, Casino, BI, and other business teams

Requirements

• 3–5+ years of experience in CRM / Retention within iGaming
• Strong hands-on mindset and ability to both build processes and execute campaigns
• Experience creating CRM infrastructure and retention processes from scratch
• Strong experience with Customer.io or similar CRM platforms
• Deep understanding of player segmentation, including:
• RFM segmentation
• behavioral segmentation
• lifecycle stages
• VIP segmentation
• anti-abuse triggers
• Practical experience with Email, SMS, Web Push, Push, and In-App communications
• Experience designing, launching, and analyzing A/B tests
• Strong CRM analytics skills and a data-driven approach to decision-making
• Understanding of deliverability, inbox placement, open rates, engagement metrics, and frequency caps
• Experience with personalization, dynamic content, localization, UTM tracking, and content rules
• Strong ownership, proactivity, and attention to detail

What We Offer

• Fully remote work
• Monday–Friday schedule, 10:00–19:00 UTC+2
• Competitive compensation aligned with your expertise and contribution
• Paid vacation and sick leave
• Additional birthday day off
• Professional growth and continuous development opportunities
• Internal knowledge-sharing sessions and company events
• Fast decision-making without excessive bureaucracy
• No micromanagement or rigid hierarchy
• Direct influence on product growth, retention strategy, and business performance
• Opportunity to build CRM processes from scratch and take full ownership of the retention direction
• Close collaboration with Product, Casino, and company leadership
• International environment with ambitious expansion plans
• A culture focused on ownership, initiative, and measurable results

📩 To apply, please send your CV or contact me directly.