Customer Retention Manager

Initiate International; United States; Remote; USD 36,000 - 54,000; Full time

Job summary

Initiate International is seeking a commercially minded Customer Retention Manager to develop and implement strategies that strengthen player engagement, reduce churn, and drive sustainable revenue growth. The role focuses on increasing loyalty and lifetime value through data-driven campaigns and personalised player experiences.

You will work in a remote setting focused on the South Africa market, collaborating with marketing, product, and support teams to optimise retention initiatives and

Qualifications

• 3–4 years in CRM, customer retention, lifecycle marketing, or engagement.
• Experience delivering multi-channel CRM campaigns in a data-driven environment.
• Strong analytical skills and ability to translate data into actionable strategies.
• Solid understanding of CRM platforms, segmentation, and lifecycle marketing.

Responsibilities

• Develop and implement customer retention strategies aligned with business objectives.
• Build and optimise player lifecycle journeys from onboarding to loyalty and reactivation.
• Segment players based on behaviour, engagement, deposits and value.
• Plan and execute targeted, multi-channel CRM campaigns across email, SMS, push, and in-app messaging.
• Design and optimise retention initiatives, promotions, and bonus mechanics.
• Analyse player activity, churn trends, and campaign performance to identify opportunities.

Skills

CRM strategy

Lifecycle marketing

Data analysis

Multi-channel campaigns

Stakeholder management

Copywriting

Test-and-learn

iGaming knowledge

Job description

Customer Retention Manager - Remote job in South Africa.

Our client is looking for a commercially minded Customer Retention Manager to develop and implement strategies that strengthen player engagement, reduce churn, and drive sustainable revenue growth.

This is an opportunity to join a growing iGaming business with a small, close-knit team and take ownership of its retention strategy as the company continues to establish itself in the market.

Your focus will be to increase player loyalty, improve retention, and maximise customer lifetime value through data-driven strategies, targeted campaigns, and personalised player experiences.

You will use your understanding of player behaviour and CRM best practices to identify opportunities, optimise engagement, and deliver measurable commercial results.

Key Responsibilities:

• Develop and implement customer retention strategies aligned with business objectives.
• Build and optimise player lifecycle journeys, from onboarding and activation to loyalty and reactivation.
• Segment players based on behaviour, engagement, deposit activity, and value.
• Plan and execute targeted, multi-channel CRM campaigns across email, SMS, push notifications, and in-app messaging.
• Design and optimise retention initiatives, promotional campaigns, and bonus mechanics.
• Analyse player activity, churn trends, campaign performance, and customer lifetime value to identify opportunities for improvement.
• Monitor retention KPIs and provide actionable insights and performance reports to the founders.
• Work closely with marketing, product, and customer support teams to improve the overall player experience.
• Continuously test and refine campaign messaging, timing, targeting, and incentives.
• Keep up to date with competitor activity, market trends, and emerging retention practices within iGaming.

What Success Looks Like:

• Improved player retention, engagement, and loyalty.
• Reduced churn and stronger player reactivation.
• Increased player lifetime value and repeat deposits.
• More efficient promotional spend and stronger campaign ROI.
• Clear, data-backed insights that inform business strategy.

Requirements:

• 3-4 years of experience in CRM, customer retention, lifecycle marketing, or customer engagement.
• Experience delivering multi-channel CRM campaigns in a data-driven environment.
• Strong analytical skills and the ability to translate data into actionable strategies.
• Solid understanding of CRM platforms, player segmentation, and lifecycle marketing.
• Commercial awareness, with a focus on customer lifetime value, retention, and revenue growth.
• Strong stakeholder management and communication skills.
• Excellent written communication and copywriting abilities.
• A proactive, hands-on approach with a test-and-learn mindset and strong attention to detail.
• Experience in iGaming or sports betting is highly advantageous.