CRM Retention Team Lead

About the role

This role involves leading a CRM Retention team at Pampas Casino, an iGaming operator. The core responsibility is to enhance player retention by developing and optimizing CRM communication channels such as email, push notifications, SMS, and WhatsApp. This includes launching various campaigns like Welcome, Reactivation, and Loyalty programs, all while working with player segments to improve overall retention metrics.

Success in this position means influencing key business metrics such as player Retention, Lifetime Value (LTV), Redeposit rates, and Average Revenue Per Paying User (ARPPU), ultimately impacting Net Gaming Revenue (NGR). The role requires analyzing campaign results, testing hypotheses, and scaling effective solutions. Collaboration with other departments like Product, VIP, Support, Traffic, and Risk teams is essential to achieve these goals.

The ideal candidate will have a background in iGaming CRM Retention, coupled with team management experience. A strong analytical mindset, proficiency with spreadsheets, and a deep understanding of CRM metrics and the player lifecycle are critical. The company offers significant autonomy in decision-making and the chance to directly shape the CRM strategy, with clear growth paths to Head of Retention or Head of Customer Operations.

Skills that matter here

• CRM Retention: This role is centered on developing and executing strategies to keep players engaged and active within the casino platform.
• Team management: The position requires leading and guiding a team of CRM specialists to achieve retention objectives.
• Analytical skills: Analyzing campaign performance, player data, and key metrics is crucial for optimizing retention efforts.
• Spreadsheets: Proficiency in using spreadsheets is necessary for data analysis and reporting on CRM activities.
• Player lifecycle: Understanding how players interact with the casino over time is key to designing effective retention campaigns.

Who this role suits

• You have a proven track record in CRM retention specifically within the iGaming, gambling, or betting sectors.
• You are a leader who enjoys mentoring a team and driving collective success.
• You are highly analytical, comfortable with data, and base your decisions on measurable outcomes.
• You thrive in environments where you have autonomy to innovate and implement your own ideas.

From the employer

• Manage the CRM Retention team;
• Develop and optimize CRM chains (Email, Push, SMS, WhatsApp);
• Launch Welcome, Reactivation, and Loyalty campaigns;
• Work with player segments and improve retention;
• Analyze results, test hypotheses, and scale successful solutions;
• Influence key business metrics: Retention, LTV, Redeposit, Dep2/Dep3, ARPPU, NGR;
• Interact with Product, VIP, Support, Traffic, and Risk teams.

• Experience in CRM Retention in the iGaming / Gambling / Betting sector;
• Team management experience;
• Excellent analytical skills and confident working with spreadsheets;
• Understanding of CRM metrics and player lifecycle;
• Ability to make data-driven decisions;
• Independence, initiative, and results-oriented.

• Opportunity to directly influence the development of the CRM direction;
• Freedom in decision-making and implementing your own ideas;
• Growth prospects to Head of Retention / Head of Customer Operations;
• Work in a strong team with large-scale tasks.