Retention Manager

Join Our Team as a Retention Manager in the thriving iGaming Industry! Who we are Ludicrum is redefining iGaming, blending creativity with technology to deliver world-class gaming experiences. From marketing and product development to customer support and financial reporting, our teams are changing the game. Our visionis to create ultra-intuitive and engaging platforms to fuel growth through strategic partnerships and market expansion. Our success is driven by core values deeply embedded in our culture. We believe intransparency, always being clear, open, and honest. We are goal-focused, relentlessly pursuing our targets. Adaptabilityis key - we embrace change and use it to excel. Kaizenguides us, as we continuously improve, test, and refine. With a dynamic and collaborative culture and fast career growth, our 250+ global team thrives! In a nutshell The Retention Manager leads and develops the Retention & CRM team while translating the Head of Retentions strategic direction into effective tactical execution. This includes overseeing automated lifecycle journeys, churn prediction models, the VIP program, seasonal campaigns, cross-team collaboration, KPI tracking, and ensuring strong ROI on all retention activities. The responsibilities & the impact YOU will have: Team leadership and development Lead, mentor, and develop the Retention & CRM team.Conduct efficient and systematic employee performance evaluations and provide regular feedback.Coordinate team composition and efforts, ensuring we have the right people in the right positions.Fostering a culture of accountability and ownership by serving as an example.Delegating responsibilities and handling administrative tasks as needed (approving vacations, salary raise requests, team budgets).Set clear goals and KPIs for direct reports, and ensure their high performance and professional growth.Automated Lifecycle Strategies Translate Head of Retentions strategic direction into detailed, automated post-FTD lifecycle journeys.Ensure all lifecycle campaigns are scalable, highly personalized, data-driven, and continuously tested and optimized for performance.Churn Prediction Models Work with the Head of Retention and Data Science teams to implement and maintain churn prediction models.Translate churn signals and model outputs into automated retention actions, segments, and incentive strategies.Monitor churn drivers on an ongoing basis and proactively suggest improvements to prediction logic and intervention tactics.VIP System Execute and optimize the VIP system strategy as defined by the Head of Retention, including tiers, qualification rules, benefits, and rewards structure.Collaborate closely with Support, Account Management, Product, and Payments teams to ensure a consistent and high-quality VIP experience.Proactively monitor and reduce churn of high-value players through targeted retention activities.Seasonal & Event Campaigns Plan and execute seasonal, local, and event-based retention campaigns in alignment with the overall retention strategy.Coordinate campaigns with sports calendars, major game launches, payment promotions, and local market nuances.Ensure all event and seasonal campaigns support long-term lifecycle goals and player loyalty, rather than focusing solely on short-term activity or revenue.Cross-Team Collaboration & Reporting Build strong product knowledge through close collaboration with Product, Tech, Payments, and Customer Support.Represent retention needs in product and feature discussions.Track retention, churn, and VIP KPIs and report performance to the CMO.Track and request quarterly budgets and make sure the ROI is positive. All you need is Fluency in EnglishAt least 5 years of experience in non-regulated marketsAt least 3 years of experience as a Retention Manager or similar leading rolesProven experience managing teams, setting their goals and KPIs while giving back constructive career management feedbackProven experience leading at a strategic level, ensuring daily operations and meaningful impact of team efforts on revenueKeen eye for continuous improvement and ability to translate ideas into meaningful actions, driving them through execution and deliveryAbility to adapt quickly to new goals and challenges in a fast-paced environment Why Youl .