Middle CRM/Retention Manager

About the role
We’re looking for a hands-on CRM & Retention Manager to build and optimize player lifecycle communication across Tier-1 markets, with a strong focus on Canada.
You’ll work directly in Smartico, launch retention campaigns, manage segmentation and gamification, and improve player engagement through data-driven decisions.

Responsibilities
Build, launch, and optimize CRM campaigns in Smartico.
Create player segments based on lifecycle stage, behaviour, and value.
Manage Email, SMS, Push, In-App, and triggered communication.
Build and optimize retention, reactivation, churn-prevention, and VIP flows.
Configure bonuses, promotions, tournaments, and gamification mechanics.
Monitor CRM performance: Retention Rate, CR, ARPU, Bonus Cost, Bonus ROI.
Run A/B tests and improve campaigns based on results.
Work with Product, BI, Design, Support, and other teams on CRM initiatives.
Maintain CRM documentation and campaign logic.
Identify opportunities to improve player engagement and LTV.

Requirements
2+ years of CRM/Retention experience in iGaming.
Hands-on Smartico experience is a must.
Experience across Tier-1 markets
Strong understanding of segmentation and player lifecycle.
Experience with retention, reactivation, bonus, and promotional campaigns.
Understanding of key CRM metrics: D3/D7/D30 Retention, CR, ARPU, Churn, Bonus ROI.
Strong analytical mindset.
Experience working with A/B testing and campaign optimization.
English B2+.
High ownership, reliability, and execution speed.

Nice to have
Tier-1 experience, especially Canada.
Experience with Customer.io, SendGrid, or similar tools.
Power BI/SQL knowledge.
Experience with gamification mechanics.
Experience working closely with Product teams.

What we offer
Remote-first setup with flexible hours.
Direct access to decision-makers and fast feedback loops.
Autonomy and visible impact on product metrics.
Paid vacation and sick leave.
Performance-based salary review.
Opportunity to grow inside a fast-scaling Tier-1 product.

Hiring process
HR Interview
Interview with the CRM/Retention Lead and Head of Growth

Apply: send your CV and a short note on your experience with Tier-1/Smartico and your salary expectations.