Head of retention in iGaming

We are looking for a CRM Manager to join a B2C online casino project and take a hands-on role in adapting the existing CRM setup for a new Tier 1 market. The product is already live and has previously operated in Scandinavian markets. We are now preparing it for a new GEO, so the main focus of the role will be to adapt existing CRM processes, player journeys, segmentation, and communication strategy to the new market.

• Adapt the existing CRM and retention setup for a new Tier 1 GEO.
• Work hands-on with Customer.io: set up and manage campaigns, segments, triggers and automated player journeys.
• Build and optimize player lifecycle communications across Email, Push, SMS and In-app channels.
• Create player segments based on lifecycle stage, behaviour, activity and value.
• Develop retention and reactivation campaigns for different player groups.
• Work with bonuses, promotions and CRM offers.
• Analyze player behaviour and campaign performance to identify opportunities for improving retention and engagement.
• Work with key CRM and retention metrics, including retention, redeposit frequency and LTV.
• Run A/B tests and continuously optimize campaigns, offers, segments and communication logic.
• Define what content and offers should be communicated to different player segments.
• Work closely with Retention, Product, VIP/Support and other teams to prepare the product for the new market launch.

• 4+ years of experience as a CRM Manager in iGaming / online casino.
• Hands-on experience working with Tier 1 markets in iGaming.
• Strong practical experience with Customer.io is required.
• Experience using AI tools such as ChatGPT or Claude for CRM content and workflow support.
• Experience with email deliverability and domain warming.
• Experience building and managing CRM campaigns independently.
• Strong understanding of player segmentation, lifecycle communication, retention and reactivation.
• Experience with Email, Push, SMS, and In-app communication.
• Understanding of casino bonuses, promotions and player behaviour.
• Ability and willingness to work hands-on — this is not a coordination-only role.
• Ability to work with an existing product, understand the current CRM setup and adapt it to the specifics of a new GEO.
• Native Russian or Ukrainian.
• English - B1 or higher.
• Будет плюсом: Experience with Figma; Basic SQL knowledge; Sportsbook CRM experience in addition to casino

• This is a fully remote position.