Senior Retention Specialist

About the Role

We are looking for a Senior Retention Specialist with a deep understanding of user lifecycle management in the gambling / iGaming industry. The ideal candidate knows how to build retention strategies that drive engagement, maximize player value, and extend customer lifetime through both CRM and product-driven initiatives.

Your main focus will be:

1. Reactivation & Stretching — bringing back dormant users and encouraging active users to play and pay more.

1. Retention through CRM & Product — combining effective communication strategies with in-product retention mechanics such as loyalty programs, gamification, and reward systems.

1. Segmentation & Analytics — using behavioral data to understand player patterns, form hypotheses, and validate them through A/B testing and statistical analysis.

Key Responsibilities:

• Develop and execute retention and reactivation strategies for different user segments based on lifecycle stage, behavior, and value.

• Manage multi-channel CRM campaigns (email, push, SMS, in-app) focused on player engagement and monetization.

• Design, test, and optimize loyalty programs, gamification elements, and reward systems to increase LTV.

• Collaborate closely with Product, BI, and Marketing teams to identify opportunities for retention improvement across the user journey.

• Conduct data-driven segmentation using RFM analysis, cohort tracking, and predictive modeling.

• Formulate hypotheses, run experiments, analyze results, and adjust strategies accordingly.

• Monitor and report key retention metrics: churn rate, reactivation rate, ARPU, LTV, and engagement KPIs.

• Benchmark best retention practices within the iGaming industry and implement innovative approaches.

• Mentor junior team members and contribute to building a high-performing CRM/Retention team.

Requirements:

• 3-5+ years of experience in Retention / CRM / Lifecycle Marketing, preferably in Gambling, Betting, Gaming, or Fintech.

• Strong analytical mindset with proficiency in Excel / Google Sheets, SQL, or BI tools (Tableau, Power BI, Looker).

• Experience with CRM automation systems (Optimove, Braze, Smartico, Exponea, etc.).

• Solid understanding of user segmentation, behavioral analytics, and customer journey mapping.

• Proven record of increasing user activity and revenue through reactivation and retention initiatives.

• Strong project management and cross-functional communication skills.

• English — upper-intermediate or higher.

What We Offer:

• Self-learning library and access to paid professional courses.
• Group discussions and individual sessions with a psychologist.
• 20 working days of paid vacation and sick leave.
• A day off on your birthday.
• Medical insurance.
• Anniversary gifts.
• L&D Center with internal training programs for employees.