Overview
SOFTSWISS is looking for an Engagement Lead to manage the Content & Retention team and drive engagement, retention, and loyalty initiatives across multiple markets.
Purpose of the role
You will be responsible for developing engagement and retention strategies, optimizing the player journey, and delivering data-driven initiatives that improve player experience, retention, and long-term value.
Key responsibilities
- Lead and develop a high-performing Content & Retention team.
- Define team priorities, processes, and ways of working.
- Own website content strategy and ensure quality across all markets.
- Drive retention initiatives, loyalty programs, and personalized player experiences.
- Build data-driven strategies to increase engagement, retention, and LTV.
- Lead segmentation, automation, and trigger-based communication programs.
- Foster a culture of testing, experimentation, and continuous improvement.
- Establish clear reporting and KPI tracking frameworks.
- Manage multiple priorities while maintaining high execution standards.
- Collaborate closely with Product, Technical Account Management, and Analytics teams to achieve business goals.
Required Experience
- 3–5+ years of experience in retention, CRM, content strategy, or player engagement within iGaming, betting, gaming, or similar industries.
- 2+ years of leadership experience managing and developing teams.
- Proven track record of building successful content and retention strategies.
- Strong understanding of key metrics such as GGR, LTV, ARPU, retention, and churn.
- Experience with CRM platforms (Customer.io), marketing automation, segmentation, and loyalty programs.
- Data-driven mindset with hands-on experience in testing and performance optimization.
- Excellent project management and organizational skills.
