iGaming Retention & Loyalty 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

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.