#vacancy #remote #crm #retention

CRM Retention Team Lead Direction: CRM / Retention / iGaming Industry: Casino / Gambling / Betting Format: Discussed individually Compensation: Fix + KPI

About the position We are looking for a strong hands-on Team Lead: someone who knows how to and enjoys doing things hands-on, quickly launches tasks, can dive into spreadsheets, CRM, segments, texts, offers, and analytics themselves. We need not a "coordinator" or someone who just assigns tasks. Initially, 2 employees will report to this position.

Main role objective To build CRM-retention as a systemic revenue channel that not only sends out mailings but also brings players back to the project, increases deposit frequency, average check, LTV, and database profitability.

** Responsibilities**

• Manage the CRM-retention direction and be responsible for its results;
• Lead the current retention team members;
• Evaluate team performance, revise roles, and hire new people if necessary;
• Build and improve CRM chains: email, push, SMS, WhatsApp, and other channels;
• Work with player segments: registered no FTD, FTD no Dep 2, inactive, loyal, VIP, bonus hunters, high-value players;
• Launch reactivation, welcome, loyalty, and personalized campaigns;
• Improve indicators such as redeposit, Dep 2 / Dep 3 rate, retention, LTV, ARPPU, and NGR;
• Analyze spreadsheets, funnels, player behavior, and campaign effectiveness;
• Quickly test hypotheses and make data-driven decisions;
• Prepare reports on the results of the retention direction;
• Interact with support, VIP, product, risk, and traffic teams;
• Prove your decisions with numbers, logic, and results.

Ideal candidate:

• Very communicative;
• Able to defend their ideas and explain decisions;
• Decisive and fast-paced;
• Not afraid to take responsibility for results;
• Able to manage people while staying involved in operations;
• Thinks in numbers, not feelings;
• Understands that retention is not about mailings, but about the project's money.

** Requirements**

• Experience in iGaming / gambling / betting;
• Experience in CRM-retention, lifecycle marketing, or casino retention;
• Experience managing people or small teams;
• Proficient in working with spreadsheets, segments, CRM, and reporting;
• Understanding of metrics: FTD, redeposit, Dep 2, Dep 3, churn, LTV, ARPU, ARPPU, GGR, NGR;
• Ability to build CRM chains and evaluate their effectiveness;
• Understanding of casino bonus mechanics;
• Ability to quickly launch tests and improve results;
• Strong communication skills and ability to prove decisions;
• Independence, speed, responsibility.

** Will be a plus**

• Experience working with the LatAm audience;
• Spanish language;
• Experience working with VIP / loyalty / support teams;
• Experience building a retention direction from scratch;
• Experience in hiring and restructuring teams;
• Understanding of fraud / bonus abuse risks.

Growth prospects This position can grow into Head of Retention or Head of Customer Operations.

Contact: @olga_recruiter1. Please send your CV and a couple of sentences about your experience to apply.