Lead CRM Manager
We are a fast-growing crypto-casino project that combines cutting-edge technology with engaging player experiences. To drive retention and loyalty, we’re looking for an experienced Head of Retention to lead strategies that enhance customer loyalty, increase lifetime value, and reduce churn. This is a pivotal role for our project's long-term success and sustainable growth.RequirementsProven experience in iGaming is mandatory (casino / sportsbook / crypto casino)Strong understanding of player behavior, lifecycle, and retention mechanics in gambling productsExtensive hands-on experience with SmarticoBuilding and managing CRM campaigns end-to-endAdvanced segmentation and automation flowsBonus configuration and lifecycle journey setupFull implementation of retention strategies SmarticoRetention strategy development & executionAbility to design and own full retention strategy (from onboarding to VIP & reactivation)Deep understanding of player segmentation (RFM, behavioral, value-based)Continuous optimization through A/B testing and performance analysisStrong analytical expertiseDeep knowledge of key retention metrics: LTV, ARPU, churn rate, retention rate, reactivation rateCohort analysis and campaign performance trackingData-driven decision making and optimizationExperience with multiple communication channelsEmail marketingPush notifications (web & mobile)SMS campaignsIn-app / on-site messaging (pop-ups, banners, inbox)Ability to orchestrate cross-channel user journeysOffer creation & bonus mechanicsHands-on experience creating retention offers (cash bonuses, free spins, reloads, cashback, missions, etc.)Understanding of bonus economics, abuse prevention, and conversion optimizationContent creation & campaign executionAbility to write high-converting CRM content (emails, push, SMS, on-site messages)Strong understanding of triggers, urgency, and personalizationExperience collaborating with design teams or creating simple creativesHTML / campaign layoutBasic to intermediate HTML skills for email templates and CRM communicationsAbility to adjust layouts, troubleshoot rendering issues, and optimize for deliverabilityDomains & deliverability managementExperience working with domains, subdomains, and tracking setupsUnderstanding of domain reputation, IP reputation, and deliverability best practicesHands-on experience with domain warm-up (прогрев), inbox placement optimization, and spam avoidanceCross-functional collaborationClose work with Product, Marketing, BI, and Tech teamsAbility to translate business goals into retention initiativesFluent English (written and spoken)