Retention Specialist – Middle

About the role

This role focuses on player retention for SOFTSWISS's iGaming Platform, a secure and innovative solution for casino operators. The Retention Specialist will be part of the Setup Team, managing 2-3 engagement projects concurrently. This involves creating and improving multi-channel campaigns across email, SMS, and in-app notifications, with a strong emphasis on encouraging long-term player engagement.

A key aspect of the role is the hands-on setup and maintenance of these initiatives using tools like Customer.io. The specialist will work closely with technical and product teams to ensure campaigns are correctly implemented and function as intended. This includes rigorous testing and review before launch to guarantee a smooth user experience and adherence to internal standards.

Success in this position means consistently delivering clear, consistent, and high-quality messaging in collaboration with copywriters, designers, and content teams. The specialist will also be responsible for tracking campaign results, analyzing performance, and suggesting practical improvements to optimize retention strategies and contribute to the platform's competitive edge.

The salary for this position ranges from $57,500 to $97,750 USD annually.

Skills that matter here

• Customer.io: This role requires hands-on experience with Customer.io for creating and improving multi-channel engagement campaigns across email, SMS, and in-app.
• HTML: The Retention Specialist will be comfortable working with HTML-based emails to ensure campaigns are well-formatted and effective.
• CRM: The position requires at least 2 years of experience in CRM, lifecycle marketing, or retention-focused roles, indicating a background in managing customer relationships and engagement.
• lifecycle marketing: Experience in lifecycle marketing is essential for understanding how users interact with a product and developing strategies to keep them engaged over time.

Who this role suits

• A detail-oriented individual who enjoys the process of testing, fixing, and continuously improving campaign performance.
• Someone with a strong understanding of player journeys and what motivates long-term engagement within an iGaming product.
• A collaborative professional who can work effectively with technical, product, copywriting, and design teams to achieve campaign goals.

From the employer

• Managing 2–3 ongoing engagement projects at the same time, keeping everything on track and well organized
• Creating and improving multi-channel campaigns (email, SMS, in-app) using Customer.io
• Setting up and maintaining initiatives that encourage long-term engagement
• Working closely with technical and product teams to make sure campaigns are set up correctly and work as expected
• Carefully testing and reviewing campaigns before they go live to avoid mistakes and ensure a smooth user experience
• Tracking results, learning what works, and suggesting practical improvements
• Collaborating with copywriters, designers, and content teams to deliver clear, consistent, and high-quality messaging
• Making sure every campaign meets internal standards and feels thoughtful rather than automated

• 2+ years of experience in CRM, lifecycle marketing, or retention-focused roles
• A good understanding of how users move through a product and what keeps them engaged over time
• Hands-on experience with Customer.io (or similar tools)
• Someone detail-oriented who enjoys testing, fixing, and improving things
• Comfortable working with HTML-based emails
• English level B1 or higher

• Private insurance (depending on contract type)
• Paid gym membership
• Comprehensive Mental Health Program
• Free English lessons (online)
• Local language courses
• Paid time off (PTO)
• Maternity leave support
• Referral program rewards
• Upskilling, internal workshops, and participation in professional conferences and corporate events