Retention Manager

Role Description

The Retention Manager leads and develops the Retention & CRM team while translating the Head of Retention’s strategic direction into effective tactical execution. This includes overseeing:

• Automated lifecycle journeys
• Churn prediction models
• The VIP program
• Seasonal campaigns
• Cross-team collaboration
• KPI tracking
• Ensuring strong ROI on all retention activities

Responsibilities

• Team leadership and development:
  • Lead, mentor, and develop the Retention & CRM team.
  • Conduct efficient and systematic employee performance evaluations and provide regular feedback.
  • Coordinate team composition and efforts, ensuring we have the right people in the right positions.
  • Fostering a culture of accountability and ownership by serving as an example.
  • Delegating responsibilities and handling administrative tasks as needed (approving vacations, salary raise requests, team budgets).
  • Set clear goals and KPIs for direct reports, and ensure their high performance and professional growth.
• Automated Lifecycle Strategies:
  • Translate Head of Retention’s strategic direction into detailed, automated post-FTD lifecycle journeys.
  • Ensure all lifecycle campaigns are scalable, highly personalized, data-driven, and continuously tested and optimized for performance.
• Churn Prediction Models:
  • Work with the Head of Retention and Data Science teams to implement and maintain churn prediction models.
  • Translate churn signals and model outputs into automated retention actions, segments, and incentive strategies.
  • Monitor churn drivers on an ongoing basis and proactively suggest improvements to prediction logic and intervention tactics.
• VIP System:
  • Execute and optimize the VIP system strategy as defined by the Head of Retention, including tiers, qualification rules, benefits, and rewards structure.
  • Collaborate closely with Support, Account Management, Product, and Payments teams to ensure a consistent and high-quality VIP experience.
  • Proactively monitor and reduce churn of high-value players through targeted retention activities.
• Seasonal & Event Campaigns:
  • Plan and execute seasonal, local, and event-based retention campaigns in alignment with the overall retention strategy.
  • Coordinate campaigns with sports calendars, major game launches, payment promotions, and local market nuances.
  • Ensure all event and seasonal campaigns support long-term lifecycle goals and player loyalty, rather than focusing solely on short-term activity or revenue.
• Cross-Team Collaboration & Reporting:
  • Build strong product knowledge through close collaboration with Product, Tech, Payments, and Customer Support.
  • Represent retention needs in product and feature discussions.
  • Track retention, churn, and VIP KPIs and report performance to the CMO.
  • Track and request quarterly budgets and make sure the ROI is positive.

Qualifications

• Fluency in English
• At least 5 years of experience in non-regulated markets
• At least 3 years of experience as a Retention Manager or similar leading roles
• Proven experience managing teams, setting their goals and KPIs while giving back constructive career management feedback
• Proven experience leading at a strategic level, ensuring daily operations and meaningful impact of team efforts on revenue
• Keen eye for continuous improvement and ability to translate ideas into meaningful actions, driving them through execution and delivery
• Ability to adapt quickly to new goals and challenges in a fast-paced environment

Benefits

• Flexible and Remote Working: Work from anywhere, supporting your work-life balance.
• Equipment provided: We’ll set you up with a laptop, headphones, and mouse so you’re ready to work comfortably.
• Career Growth: We’re committed to your development, offering training and advancement opportunities.
• Performance Recognition: Earn raises and career progression opportunities based on a quarterly performance review and a constructive feedback cycle.
• Health and Fitness Benefits: Receive fitness reimbursements from day one, and after one year of employment, gain access to a health budget to support your well-being.
• Self Development Budget: Invest in your growth through online courses and professional learning opportunities.
• Extra Paid Annual Leave: Enjoy 22 days of vacation, with an additional day added for each year of employment, up to a maximum of 26 days.
• Special Birthday Perk: Take your birthday off after a year of employment to celebrate!