TEAM LEAD CRM MANAGER
Format: Remote
Employment: Full-time
Language: English
Salary: 2000-3000 USD
Company: NDA
Industry: Igaming
Requirements:
- Experience in iGaming / gambling / betting;
- Experience in CRM retention, lifecycle marketing, or casino retention;
- People management or small team management experience;
- 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 flows and evaluate their effectiveness;
- Understanding of casino bonus mechanics;
- Ability to quickly launch tests and improve results;
- Strong communication skills and ability to justify decisions;
- Independence, speed, responsibility-
Responsibilities:
- Manage the CRM retention direction and be responsible for its results;
- Lead current retention team members;
- Evaluate team performance, review roles, and hire new people if necessary;
- Build and improve CRM flows: 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 metrics 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;
- Justify decisions with numbers, logic, and results.
Will be a plus:
- Experience working with LatAm audience;
- Spanish language;
- Experience working with VIP / loyalty / support teams;
- Experience building a retention direction from scratch;
- Experience in hiring and restructuring a team;
- Understanding of fraud / bonus abuse risks.
Growth Potential:
This position can grow into Head of Retention or Head of Customer Operations.
Candidates from Russia and Belarus are not considered!
