Retention Manager

Madfish; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading gaming company in the United Kingdom is seeking a Retention Manager to develop and implement player retention strategies. The ideal candidate has over 3 years of experience in CRM within the gambling or iGaming industry and a strong knowledge of Customer.io. This role offers remote work, flexible hours, and a supportive team environment.

Benefits

Remote work

Flexible working hours

20 days of paid leave

Competitive salary

Qualifications

• 3+ years of experience in Retention/CRM, preferably in Gambling or iGaming.
• Strong knowledge of Customer.io is mandatory.
• Ability to design and optimize bonus campaigns.

Responsibilities

• Develop player retention strategies.
• Create and test email and SMS campaigns.
• Analyze retention metrics like Churn and LTV.

Skills

Experience in Retention/CRM

Knowledge of Customer.io

Analytical mindset

Copywriting skills

Understanding of player psychology

Job description

Overview

We are a group of companies that has been operating globally since 2020. We are represented on the market by several sports and casino brands. Over the past year, we have successfully doubled our scale and received the Best Sportsbook Operator award at the SiGMA Awards. We are currently continuing to develop actively and are recruiting for the positions Retention Manager

Main Responsibilities

• Developing player retention strategies (Retention & CRM Marketing)
• Working with Customer.io: setting up segments, trigger campaigns, and automations
• Creating and testing email and SMS campaigns with anti-ban practices in mind (trigger words, email structure)
• Designing and implementing bonus programs for different player segments
• Building behavioral segmentations: FTD, depositors, high rollers, “dormant” players
• Analyzing metrics: Retention Rate, Churn, Reactivation, ARPU, LTV
• Conducting A/B tests for emails, push notifications, and SMS (subjects, texts, visuals, CTAs)
• Collaborating with designers and copywriters to prepare materials
• Continuously optimizing anti-spam / anti-ban strategies

Requirements

• 3+ years of experience in Retention/CRM (preferably in Gambling / Betting / iGaming)
• Strong knowledge of Customer.io (mandatory)
• Experience building automated email and SMS flows
• Understanding of anti-ban mechanics (trigger words, email structure, sending through verified gateways)
• Understanding of player psychology and behavior across different LATAM segments
• Ability to design and optimize bonus campaigns (welcome, reload, cashback, VIP)
• Strong analytical mindset, experience working with retention metrics and BI systems
• Copywriting and UX editing skills are a plus

Soft skills

• Communication Skills: Ability to clearly convey information and ideas.
• Problem-Solving: Ability to identify issues, analyze situations, and develop effective solutions.
• Adaptability: Flexibility in responding to changing conditions and willingness to learn new skills.
• Teamwork.
• Time Management.
• Critical Thinking.

What do we offer?

1. Remote work.
2. Flexible working hours.
3. Competitive salary paid on time.
4. Friendly and proactive team.
5. No bureaucracy, unnecessary reports, or calls.
6. 20 days of paid leave, 5 sick leave and holidays are days off.

What are the stages of selection?

1. Stage 1: interview with a recruiter.
2. Stage 2: interview with the hiring manager.
3. Stage 3: job offer!