Team Lead / Head of Retention

About the role

This Head of Retention role involves developing and implementing comprehensive CRM strategies for LVLX-Partners within the iGaming sector. The focus is on managing the entire player lifecycle, from onboarding to long-term engagement. Responsibilities include defining player segments, designing multi-channel campaigns, and optimizing existing retention flows to maximize player lifetime value.

A key aspect of this position is the hands-on management of bonus and promotional mechanics, ensuring they align with retention goals. The role requires creating and maintaining content calendars for CRM activities and continuously analyzing performance metrics. Success in this role means driving player engagement and retention through data-informed decisions and effective campaign management.

The Head of Retention will work closely with various internal teams, including design, copywriters, business intelligence, and technology. This collaborative environment supports the execution of CRM initiatives, from campaign creation to technical implementation and performance reporting. A systematic approach to building hypotheses and conducting A/B tests is crucial for continuous improvement and demonstrating CRM effectiveness.

Skills that matter here

• CRM: This role is centered on CRM, requiring the development of strategies, campaign planning, and optimization of player lifecycle within iGaming.
• Customer.io: Experience with CRM platforms like Customer.io is needed to manage and execute retention campaigns.
• A/B testing: The role involves conducting A/B tests to optimize CRM campaigns and player flows based on performance data.
• data analysis: Analyzing CRM metrics and campaign effectiveness is a core responsibility, requiring strong data analysis skills.

Who this role suits

• A professional with a proven track record in iGaming CRM, specifically with experience in tier 2 and tier 3 markets.
• Someone who approaches player retention with a strong product logic, understanding the nuances of player lifetime value.
• An individual who thrives on building hypotheses, testing them, and making data-driven decisions to optimize player engagement.
• A systematic thinker capable of coordinating with multiple teams to deliver integrated CRM campaigns.

From the employer

• Develop CRM strategies including segmentation and lifecycle management.
• Plan and launch CRM campaigns across multiple channels.
• Optimize onboarding and retention flows.
• Manage bonus and promo mechanics.
• Create and maintain CRM content calendars.
• Analyze CRM metrics and conduct A/B testing.
• Coordinate with design, copywriters, BI, and tech teams.
• Report on CRM effectiveness and suggest optimizations.

• Experience in CRM within iGaming.
• Experience with tier 2 and tier 3 geographies.
• Strong product logic and understanding of LTV and retention.
• Knowledge of CRM platforms like Customer.io.
• Data analysis skills.
• Ability to build hypotheses and conduct A/B testing.
• Systematic approach and decision-making skills.

• Competitive salary discussed during the interview.
• Stable bi-weekly salary payments.
• Flexible work schedule (5/2 with flexible start).
• 20 working days of vacation, 4 days off.
• Fully paid sick leave/vacation.
• Partial compensation for education/medical after probation.
• Remote work.
• Access to MyBook corporate library.