Retention Team Lead

We are looking for an experienced Retention Team Lead to lead our CRM/Retention team and drive the development and execution of retention strategies across the player base.

In this role, you will manage and mentor CRM Managers, coordinate the promotional roadmap, oversee segmentation and campaign quality, and ensure that retention activities are aligned with business goals, customer lifecycle strategy, and bonus economics.

You will be a key point of coordination between the CRM team and other departments, taking ownership of team priorities, major promotional events, and overall CRM execution quality.

• 2+ years of experience in CRM/Retention within the gambling industry.
• 1+ year of experience in a leadership role — Team Lead, Senior CRM Manager, Head, or similar.
• Strong understanding of retention and CRM principles: customer segmentation; customer lifecycle; LTV and churn; retention rate; A/B testing; bonus economics.
• Strong hands-on experience with Smartico and Customer.io.
• Experience building activation, reactivation, and anti-churn flows.
• Strong analytical skills, including cohort analysis and retention analysis.
• Basic SQL/BI knowledge.
• Experience managing team workload, priorities, and deadlines.
• Experience mentoring and developing CRM specialists.
• Experience planning and coordinating promotional or thematic campaigns.
• Strong attention to detail and ability to identify issues in segmentation and campaign logic.
• English — Upper-Intermediate or higher.
• Knowledge of HTML/CSS.

• Manage the day-to-day work and priorities of CRM Managers.
• Distribute workload across the team based on segment priorities, campaign urgency, and business needs.
• Conduct regular 1:1s, provide constructive feedback, and support the professional development of team members.
• Act as an escalation point for operational questions, campaign approvals, and task prioritization.
• Monitor the quality, accuracy, and timely execution of CRM campaigns.
• Monitor database coverage and identify segments that lack relevant communication flows or offers.
• Review segmentation logic and identify outdated conditions, logical inconsistencies, duplicate filters, and overlapping audiences.
• Ensure CRM Managers critically evaluate segmentation logic before launching campaigns.
• Review the quality of the team's A/B tests, including hypotheses, sample sizes, test setup, and final conclusions.
• Build and maintain the overall CRM promotional plan and calendar.
• Balance workload between CRM Managers and ensure priorities are aligned with business objectives.
• Coordinate CRM activities from initial concept through execution.
• Plan and coordinate thematic, seasonal, and large-scale promotional events.
• Develop concepts, mechanics, timelines, and communication touchpoints for promotional events.
• Distribute event-related tasks across CRM Managers and coordinate execution.
• Balance regular CRM activities with large-scale promotional campaigns and events.
• Monitor bonus economics and ensure promotional mechanics are aligned with the retention strategy and budget.
• Analyze the performance of promotional events and assess their impact on engagement, retention, GGR, deposits, and betting activity.
• Identify and prevent overlapping communications between events, regular promotions, and other CRM or risk-related flows.
• Monitor key retention metrics and use cohort analysis to evaluate the effectiveness of CRM initiatives.
• Prepare consolidated CRM performance reports for the Head of Retention/CRM.
• Coordinate tasks with Product, Marketing, BI, Design, Operations, and other relevant departments.
• Translate business requests into clear priorities and actionable tasks for the CRM team.
• Support the development and optimization of activation, retention, reactivation, and anti-churn flows.
• Identify opportunities to improve CRM processes, segmentation, customer lifecycle coverage, and team efficiency.

• Experience managing promotional events in the gambling industry.
• Experience with gamification and custom promotional mechanics.
• Understanding of bonus abuse prevention.
• Experience with GlockApps, Folderly, or Google Postmaster Tools.
• Experience working with affiliate traffic and dedicated CRM flows.