Retention Team Lead

About the Role

We are looking for a CRM Team Lead to become a key member of our dynamic team. In this role, you will be responsible not only for developing and executing CRM and retention strategies but also for leading and mentoring a team of CRM specialists to achieve ambitious business goals.

Responsibilities

• Build and develop CRM and retention strategies for casino products
• Develop player lifecycle campaigns: onboarding, retention, reactivation, churn prevention, loyalty
• Create segmentation strategies and personalized communication flows
• Analyze CRM performance metrics including retention, LTV, ARPU, NGR, churn, CTR, and conversion rates
• Optimize communication funnels and player engagement strategies
• Collaborate with Product, VIP, BI, Content, and Dev teams
• Manage and mentor the CRM team
• Conduct 1:1 meetings, performance reviews, and team coaching
• Set KPIs and monitor team performance
• Oversee CRM campaigns across Email, SMS, Push, Onsite, and Messengers
• Work with automation and trigger-based campaigns
• Launch and optimize A/B tests
• Prepare technical tasks for BI and development teams
• Participate in CRM platform improvements and implementations

Requirements

• 3+ years of CRM experience in iGaming
• 1+ year of leadership or team management experience
• Strong understanding of player lifecycle and retention mechanics
• Experience working with Tier-1 / European GEOs
• Hands-on experience with CRM platforms and campaign management
• Strong analytical skills and understanding of CRM metrics
• Experience with multichannel communication strategies
• Ability to work in a fast-paced startup environment
• Strong communication and organizational skills
• English level: Intermediate+ or higher

Benefits

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)