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.
Despite the Head title, this is not a traditional management position with a large team. We are looking for a strong CRM / Retention professional who is still hands‑on and is ready to become the most senior person responsible for retention on the project.
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.
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. Russian or Ukrainian + working English.
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.