CRM & Retention Manager

We are looking for an experienced Senior CRM & Retention Manager to strengthen and further develop the CRM function within our growing iGaming business.
This is not a role focused only on launching email or push campaigns. You will work with the full player lifecycle, retention and reactivation strategies, segmentation, automation, gamification, and CRM analytics.
The company is growing quickly, and our CRM processes are still evolving. Some foundations are already in place, but there is significant room to improve the existing approach, introduce new mechanics, test hypotheses, and influence how CRM operates across the business.
This role will suit someone who combines hands-on execution with strategic thinking and enjoys working in a fast-moving environment with a high level of ownership.

What You Will Be Responsible For:

• Develop and continuously improve CRM, retention, and reactivation strategies across the player lifecycle.
• Identify CRM growth opportunities based on player behaviour, data, and business priorities.
• Build and optimise automated customer journeys, including onboarding, activation, retention, reactivation, cross-sell, and upsell flows.
• Segment the player base by behaviour, lifecycle stage, value, activity, product preferences, and VIP status.
• Plan and manage CRM campaigns across Email, SMS, Push, On-site, and In-app channels.
• Develop and test promotional, bonus, cashback, tournament, and gamification mechanics.
• Create and maintain the CRM campaign calendar in line with product, marketing, and commercial priorities.
• Analyse campaign and player performance using CRM and business metrics.
• Run structured experiments and A/B tests, evaluate results, and scale successful initiatives.
• Improve personalisation and communication relevance across player segments.
• Work closely with Product, Marketing, VIP, Analytics, and other internal stakeholders.
• Contribute to the development of CRM processes, reporting standards, and working practices.
• Present recommendations and support CRM decisions with data and clear business reasoning.

What We Are Looking For:

• 2-3+ years of experience in CRM, Retention, or Lifecycle Marketing.
• Relevant experience in iGaming, online casino, sportsbook, or betting.
• Strong understanding of player lifecycle, retention, reactivation, and CRM performance metrics.
• Hands-on experience building automated communication journeys.
• Strong knowledge of player segmentation and personalisation.
• Experience working with CRM platforms such as Smartico, Optimove, Emarsys, Braze, Fast Track, Customer.io, or similar.
• Experience with bonus, promotional, or gamification mechanics.
• Ability to analyse campaign performance and translate data into practical decisions.
• Experience running A/B tests and CRM experiments.
• Ability to work independently, prioritise initiatives, and take ownership of results.
• English at Upper-Intermediate level or higher.

It Will Be a Plus:

• Experience managing or mentoring CRM specialists.
• Experience working with several iGaming brands or products.
• Experience with both casino and sportsbook audiences.
• Experience developing a CRM function or improving existing CRM processes.
• Additional languages such as Spanish, German, or Greek.

🩵 How We Take Care of Our Team?

Comfortable Conditions for Productive Work
Flexible working hours with a start time between 8:00 AM and 11:00 AM. Work remotely from anywhere in the world or join us in our modern Cyprus office — the choice is yours.

Time to Recharge
We believe great results come from well-rested people. That’s why we offer:
21 days of paid annual leave;
3 additional Day Offs per year;
25 paid sick leave days;
Public holidays as days off.

Benefits & Wellbeing
Sports compensation program;
Annual healthcare budget;
Gifts for important life events (birthday, marriage, childbirth);
Coworking compensation for team members based in Ukraine;
Maternity and paternity leave support;
Business trips and team gatherings at our Cyprus office.

Learning & Career Growth
Annual budget for professional development, certifications, books, and language courses;
Internal mobility and promotion programs to support both vertical and horizontal career growth;
A Personal Development Plan to help you grow your skills and competencies.

Smooth Onboarding & Ongoing Support
We’ve designed a structured onboarding plan to help you quickly understand the business, the team, and your priorities. Regular check-ins with your manager and People Partner ensure a smooth adaptation process and continuous support throughout your journey with us.