Head of Retention

Hello there, thanks for paying attention to our vacancy and let us introduce ourselves.

We are an IT company occupying a remarkable place in the marketing, gaming, and financial segments of the iGaming industry. Our products are successfully implemented in European, African, and Latin American markets.

Ever since we first started, we have been driven to find the best solutions in everything we do. At the same time, we have been creating strong connections worldwide, which have helped us establish our presence in the industry.

We strive for fun, elegance, and efficiency in everything we do. You can feel this in our relaxed, homelike working environment. We offer employment and seek to hire only the brightest, most driven, and most gifted minds around.

Currently, we are looking for an ambitious CRM Manager to join our team for full-time employment in our beautiful office in New Belgrade.

Here are a few reasons to join us:

• competitive salary and constant encouragement for your efforts and contribution (annual salary review);
• rapid growth (junior to CEO is a familiar journey for our company. We value business results and individuals eager to raise the bar. As an employer we provide supportive space to pursue your ideas);
• we are taking care of the overall well-being of our people by providing private health insurance and Fit Pass for all;
• work-life balance (25 working days of paid vacation, flexible schedule, corporate events, and team-building activities);
• modern and comfy office (easy-to-get office in new business center with a spectacular view, free fruits, and snacks in the office, playroom with billiard, tennis table, and PlayStation);
• we like to celebrate special days and have fun at our corporate events, and team-building activities, and we have special vouchers for our peoples birthdays so you can enjoy your special day.

Job Description:

The CRM Manager is responsible for developing and executing strategies to enhance player retention, engagement, and lifetime value. This role involves managing customer communications, designing personalized campaigns, and optimizing the player lifecycle journey. The ideal candidate will possess a deep understanding of player behavior, excellent analytical skills, and the ability to implement innovative retention strategies in a competitive online casino environment.

Key Responsibilities:

1. Player Lifecycle Management

• Develop and implement strategies to optimize the player lifecycle from acquisition through retention and reactivation.
• Design targeted campaigns for onboarding, engagement, and churn prevention.
• Analyze player behavior to create tailored journeys that maximize retention and revenue.

2. Data-Driven Campaign Development

• Leverage CRM tools to segment the player base and design data-driven campaigns.
• Personalize offers, promotions, and messaging to resonate with different player personas.
• Monitor campaign performance and implement continuous improvements to optimize results.

3. Retention Strategy and Loyalty Programs

• Create and manage loyalty programs, VIP rewards, and retention initiatives to foster player loyalty.
• Develop innovative promotions and incentives to encourage repeat play and increase player lifetime value.
• Collaborate with product and marketing teams to ensure retention strategies align with overall business goals.

4. Customer Communication and Engagement

• Oversee multi-channel communications, including email, SMS, push notifications, and in-app messaging.
• Develop compelling content that resonates with players and encourages continued engagement.
• Ensure timely, relevant, and consistent communication throughout the player journey.

5. Churn Analysis and Recovery

• Identify key indicators of player churn and develop strategies to re-engage at-risk players.
• Implement automated win-back campaigns for lapsed players, utilizing personalized offers and incentives.

6. Collaboration with Cross-Functional Teams

• Work closely with analytics, product, and marketing teams to align CRM strategies with broader business objectives.
• Collaborate with the customer support team to gather insights and address player pain points.
• Partner with technical teams to improve CRM tools and platforms.

7. Performance Monitoring and Reporting

• Track and analyze key CRM metrics such as retention rates, churn rates, lifetime value (LTV), and campaign ROI.
• Provide regular reports to management on CRM performance and strategic recommendations.
• Use insights to refine strategies and enhance overall effectiveness.

8. Innovation and Continuous Improvement

• Stay updated on industry trends and emerging technologies to incorporate innovative CRM practices.
• Experiment with new tools, platforms, and approaches to improve player retention and satisfaction.

Qualifications:

• 5+ years of experience in CRM management, preferably within the iGaming industry.
• Proven expertise in player retention strategies and lifecycle management.
• Strong knowledge of CRM platforms, segmentation tools, and campaign management.
• Analytical mindset with the ability to interpret data and make actionable recommendations.
• Exceptional organizational and communication skills.
• Proficiency in English (written and spoken).

For our part, we are ready to provide you with our complete and comprehensive support in order to cope with this list of tasks successfully. Our Product Department is waiting for you to become a part of it.