CRM Retention Specialist

In iGaming and sports betting, acquisition gets players in—but retention is where the business is won or lost. This role sits right at that pressure point.

Were looking for a CRM Retention Specialist who understands player behaviour, incentive mechanics, and lifecycle marketing in a real-money, high-frequency environment. Someone who knows that the difference between churn and loyalty often comes down to timing, relevance, and execution.

This is not a campaign-coordination role. Its a commercial, data-led position with direct accountability for engagement, retention, and player value.

Your mandate is simple and demanding:
Increase player loyalty, reduce churn, and maximise customer lifetime value—at scale.

Youll do this by building and continuously optimising sophisticated CRM and retention strategies that are personalised, measurable, and commercially effective.

• End-to-end player engagement and retention strategy across the customer lifecycle

• Deep player segmentation based on betting behaviour, deposits, frequency, and engagement patterns

• Personalised, value-driven CRM communications aligned to player segments and risk profiles

• Multi-channel CRM campaign execution across email, SMS, push notifications, and in-app messaging

• Design, testing, and optimisation of bonus mechanics, promotional offers, and retention triggers

• Close collaboration with Marketing, Product, Acquisition, and Customer Support to ensure a seamless player journey

• Hands-on management and optimisation of CRM platforms (Optimove or similar)

• Ongoing competitor and market analysis to stay ahead of player expectations and industry trends

• Robust pre- and post-campaign analysis, delivering clear insights and actionable recommendations

Youll be judged on outcomes, not activity:

• Strong month-on-month improvements in player retention and engagement

• Increased deposit value, deposit frequency, and active player numbers

• Effective bonus spend management with clear ROI

• Insight-led reporting on player value, campaign performance, and channel efficiency

• A Bachelors Degree in Marketing, Business, Data Analytics, or a related discipline

• 3–5 years experience in CRM, retention, lifecycle marketing, or customer engagement

• Proven success delivering omni-channel CRM campaigns in a data-driven environment

• Strong analytical capability with the confidence to challenge assumptions using data

• Solid understanding of CRM systems, lifecycle frameworks, and player segmentation

• Commercial acumen with a clear focus on customer lifetime value and revenue impact

• Strong stakeholder management skills and the ability to work cross-functionally

• Excellent written communication and copywriting skills

• A test-and-learn mindset with high attention to detail

Experience with in iGaming, sports betting, racing, or another regulated digital industry is highly advantageous and will set you apart.

This is a role for someone who wants ownership, visibility, and influence. Youll work in a fast-paced, performance-driven environment where CRM is central to growth—not an afterthought.

If you enjoy building strategies, testing ideas, and seeing your work directly influence player behaviour and revenue, this role will stretch and reward you.