Customer Retention Manager

Initiate; Cape Town; On-site; ZAR 700,000 - 950,000; Full time

Job summary

Initiate is seeking a commercially minded Customer Retention Manager in Cape Town to own and scale retention strategies for an iGaming business. You will lead lifecycle journeys, segment players, and deliver targeted campaigns across email, SMS, push, and in-app messaging to maximise lifetime value.

The role requires 3–4 years in CRM or related fields, strong analytical skills, and a track record of driving revenue growth through retention initiatives.

Qualifications

• 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.

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, 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, promotions, 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 with marketing, product, and support teams to improve player experience.
• Continuously test and refine campaign messaging, timing, targeting, and incentives.
• Stay updated with competitor activity and emerging retention practices in iGaming.

Skills

CRM platforms

Lifecycle marketing

Data-driven marketing

Customer engagement

Campaign management

Stakeholder management

Copywriting

A/B testing

iGaming experience

Tools

CRM software

Job description

In iGaming, attracting players is only the beginning. The real opportunity lies in keeping them engaged, building loyalty, and maximising their long-term value.

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.

Reporting directly to the founders based in Dubai, you will have the opportunity to make a meaningful impact, contribute to strategic decisions, and help shape the customer retention function.

The Mission

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.

Why Join?

This is an opportunity to take ownership of customer retention within a growing iGaming business where your ideas and decisions can make a visible difference. Working closely with the founders in Dubai, you will have the autonomy to shape strategy, test new approaches, and contribute directly to the company's continued growth.