Retention Manager

Overview

Location: Cape Town, South Africa

Working Pattern: 4 days in the office, 1 day working from home

Virgin Bet thrives on providing an unparalleled betting experience that combines cutting-edge technology with a passion for sports. Our culture is built on collaboration, creativity, and diversity, fostering an environment where every employee can make their mark while enjoying the thrill of the game. Join us as we embrace the dynamic spirit of Cape Town and contribute to a brand that pushes boundaries and champions innovation.

If you’re ready to embark on an adventure with us, we can’t wait to meet you and see how you can help us shape the future of Virgin Bet!

The Retention Manager will be responsible for developing and executing strategies to drive customer engagement, loyalty, and revenue growth in a new market. This role involves leading our CRM function, overseeing omni-channel campaigns, and managing the promotional calendar to enhance the player experience. This is an opportunity to directly influence customer retention and lifetime value in a competitive environment.

• Lead the development and execution of a comprehensive CRM strategy to drive customer retention.
• Own the South African bonus and promotions calendar, aligning campaigns with key events.
• Deliver multi-channel campaigns that increase daily active users and monthly revenue.
• Write clear and compliant promotional terms and conditions and develop creative briefs.
• Analyse campaign performance and customer behaviour to generate insights for optimisation.
• Conduct regular segmentation of the customer base to personalise communications.
• Manage the Sports book CMS and support product testing to ensure seamless promotion delivery.
• React swiftly to onsite issues and coordinate with internal teams to resolve support queries.
• Ensure all promotional activity is cohesive, compliant, and brand-aligned.
• Mentor and support the development of the CRM and promotions team.

• Proven experience in CRM and promotions management, ideally within the sports betting or gaming industry.
• Strong proficiency in CRM platforms, campaign management tools, and Excel.
• Knowledge of bonus mechanics and promotional tools across Sports book and Casino products.
• Experience in customer segmentation, lifecycle marketing, and personalisation strategies.
• Familiarity with CMS platforms and basic product testing workflows.
• Excellent written skills, especially in drafting clear and compliant T&Cs and campaign briefs.
• Ability to interpret data and translate insights into actionable strategies.
• An innovative thinker with a passion for customer engagement and campaign ideation.
• Capable of mentoring team members and driving performance.
• Ensures accuracy and compliance in all promotional materials and communications.

• Discretionary Company Performance bonus
• Discovery Medical Aid
• 21 days Annual Leave
• Thursday drinks in the office and regular socials