Customer Retention Manager

We are looking for a CRM Retention Manager to take ownership of CRM and retention for a B2C online casino product.

The product has already been live in other GEOs and is now being adapted for new European markets, initially DACH. The goal is not to build everything from scratch, but to adjust the existing setup, build the right CRM and retention processes for the new markets, and prepare the product for launch.

This is a fully remote role .

What you will do:

• Own CRM and retention for the product.
• Adapt the existing retention setup for new markets and prepare it for launch.
• Set up and manage CRM processes in Customer.io .
• Build player segmentation and lifecycle journeys.
• Launch and manage campaigns across Email, Push, SMS and In-app .
• Develop retention and reactivation mechanics for different player segments.
• Work with bonuses, promotions and communication offers.
• Analyze player behaviour and key metrics, including retention, redeposit frequency, average deposit and LTV .
• Monitor bonus performance and bonus costs.
• Identify churn risks and build reactivation flows for inactive players.
• Define what communication and offers should be used for different player segments.
• Test new campaigns, mechanics, segments and offers and use the results to improve retention.
• Work closely with Product, Affiliates, VIP/Support and other teams.

What we’re looking for:

• 3+ years of hands-on CRM / Retention experience in online casino / iGaming.
• Experience with the Tier1 market.
• Strong practical experience with CRM campaigns - this role requires someone who is comfortable doing the work directly, not only managing it.
• Experience with player segmentation, lifecycle campaigns, retention and reactivation.
• Good understanding of casino player behaviour, bonuses, and promotional mechanics.
• Experience working with retention, redeposit and LTV metrics.
• Experience with CRM platforms; Customer.io experience would be highly relevant.
• Strong Excel / Google Sheets skills.
• Ability to work independently and take ownership of the whole CRM/Retention area.
• English B1+

Nice to have:

• Experience with email deliverability and domain warming.
• SQL knowledge.
• Sportsbook experience in addition to casino.
• Experience with Figma and AI tools such as ChatGPT or Claude.

This role can be a good next step for a CRM Manager, Retention Manager or Team Lead who wants broader ownership and a Head title while remaining hands-on with CRM.

At the initial stage, you will be the most senior retention specialist on the project rather than a manager of an established team. As the product develops, the scope of the function may expand.