Retention Manager

About the role

The Retention Manager will be responsible for creating and implementing comprehensive retention strategies for an online casino. This involves defining player segments, mapping out the player lifecycle, and designing a loyalty program. The role also includes developing and launching bonus mechanics, promotions, and tournaments tailored for various markets, directly managing VIP players through personalized offers and feedback, and setting up CRM communications via email and push notifications based on segments and triggers.

A core part of this position involves data analysis to understand player behavior. The manager will analyze metrics such as churn, player lifetime value (LTV), daily active users (DAU), and monthly active users (MAU) to identify trends and propose improvements. The role requires testing hypotheses with the team and scaling successful strategies, contributing to the overall product and marketing strategy of the casino.

This is a foundational role where the successful candidate will build the retention function from scratch. It offers the opportunity to significantly influence product strategy and grow with the company, potentially leading a future Retention department. The position is fully remote, emphasizing autonomy and the ability to establish new processes without extensive pre-existing structures or a large team.

Skills that matter here

• retention / CRM in iGaming: This role requires a background in player retention and customer relationship management specific to the online gambling industry.
• player lifecycle: Understanding how players interact with the casino over time is crucial for designing effective engagement strategies.
• bonus economics: Knowledge of how bonuses impact player behavior and the financial health of the casino is essential for promotion design.
• CRM platforms: Experience with systems used to manage customer interactions and communications is necessary for executing retention campaigns.
• Excel/SQL: Basic analytical skills in these tools are needed to segment players and analyze performance data like LTV and churn.
• English / Spanish: Proficiency in these languages is required for communication, potentially with diverse player segments or team members.

Who this role suits

• A self-starter who thrives on building new processes and strategies from the ground up, rather than following established playbooks.
• Someone with a strong analytical mindset, comfortable using data to understand player behavior and drive decision-making.
• An individual who understands the nuances of iGaming player psychology and the economic impact of retention efforts.
• A professional who is comfortable with direct VIP player interaction and managing personalized retention efforts.

From the employer

Responsibilities

• Build retention strategy from scratch: player segmentation, lifecycle, loyalty program
• Develop and launch bonus mechanics, promotions, tournaments for different markets
• Manage VIP players directly: personal offers, feedback, retention
• Set up CRM communications (email, push) by segments and triggers
• Analyze churn, LTV, DAU/MAU and promptly suggest improvement measures
• Test hypotheses with the team and scale successful mechanics
• Participate in shaping product and marketing strategy

Requirements

• Experience in retention / CRM in iGaming for at least 2 years
• Understanding of player lifecycle, retention psychology, and bonus economics
• Experience with CRM platforms
• Ability to work with data: segmentation in Excel/SQL at a basic analyst level
• English / Spanish
• Willingness to build processes from scratch without ready-made instructions and a large team

Conditions

• Fully remote work format
• Opportunity to build the direction from scratch and influence product strategy
• Competitive salary (payment in $)
• Growth with the product: potential to lead the Retention department