Senior CRM Retention Manager

Responsibilities** — Development of retention strategy: audit, competitor analysis, roadmap, metrics, dashboards, communication chains — CRM setup and automation: onboarding, welcome chains, triggers, reactivation, segmentation, personalization, bonus policy — Preparation of requirements for analytics and reporting (Tableau, Power BI, Excel): metrics, variables, filters — Collaboration with product, marketing, traffic, design, and copywriting teams — Bonus optimization: reduction of bonus cost, combating bonus hunters, gamification, cross-selling casino/sports — Building communications: email, push, SMS, in-app, personalization, localization (LATAM: Argentina, Brazil, Mexico) — Working with churn: reducing churn, reactivation, RFM segmentation (loyal, at-risk, dormant, churned) — Metric control: retention, ARPPU, bonus cost, wager completion, engagement, deposit conversion, GGR, margin — Participation in CRM architecture: integrations, triggers, automations, variables

Requirements — Experience in CRM/Retention in gambling (casino/sports), including strategy and hands-on work — Experience with CRM systems: Customer.io (priority), Smartico, FastTrack, BadB2B, SolidTX, etc. — Ability to work at two levels: building strategy and processes + setting up chains, mailings, integrations — Experience working with different GEOs, especially LATAM: localization, currencies, behavioral features, linguistic and cultural nuances — Analytical skills and experience working with BI/data teams, understanding of product and marketing metrics (growth, retention, revenue) — Experience in building and optimizing bonus systems: welcome packages, gamification, combating bonus hunting, cost control — Ability to work in a startup environment: launching processes from scratch, high independence, cross-functional interaction