Retention Team Leader

We are seeking a dynamic and results-oriented Retention Team Leader to oversee our Customer Relationship Management (CRM) team and spearhead strategies aimed at enhancing customer loyalty. This role offers an exciting opportunity for a motivated individual to design impactful retention initiatives that boost customer engagement, increase deposits, and elevate lifetime value (LTV).

🛠️ Primary Responsibilities

• Implement targeted communication strategies to drive active customer engagement, increase deposits, and enhance LTV.
• Develop and execute top-tier CRM and VIP programs by leveraging data analysis, insights, and strategic outreach methods.
• Lead and motivate the CRM team to deliver exceptional retention strategies, campaigns, and methodologies across the organization.
• Formulate and implement VIP player management strategies to foster growth in VIP engagement and revenue.
• Manage retention budgets effectively and optimize bonus expenditures across the business.
• Cultivate a culture focused on monitoring and analyzing various player segments to launch revenue-maximizing retention campaigns.
• Collaborate closely with the Customer Insight team to define and report on campaign metrics, key performance indicators (KPIs), and resource optimization.
• Continuously assess and enhance retention tools and loyalty programs.
• Oversee the segmentation of the player base, including profiling and loyalty levels, utilizing insights from Customer Insight and third-party CRM tools.
• Engage with broader business units to drive retention activities and provide the Chief Marketing Officer (CMO) with insights and return on investment (ROI) analyses.
• Regularly present performance reports and progress updates to senior management.

🎯 Required Experience & Skills

• Comprehensive understanding of customer retention metrics and evaluation techniques.
• Strong emphasis on utilizing analysis and insights to drive performance improvements.
• Energetic, dynamic, and driven approach with a passion for achieving results.
• Experience in online gaming marketing, with a proven track record in Tier 1 gaming brands.
• Demonstrated success in managing VIP programs and delivering growth.
• In-depth knowledge of CRM systems and retention tools.
• Minimum of one year of proven managerial experience.
• Proficiency in test-and-learn methodologies for continuous improvement.

If you are a strategic thinker with proven leadership capabilities and a passion for customer retention, we would be delighted to hear from you!