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Retention Team Lead

Retention Team Lead

SOFTSWISSAurora, CO, US
3 days ago
Job type
  • Full-time
Job description

Retention Team Lead

SOFTSWISS continues to expand the team and is looking for a Retention Team Lead. We need a true, experienced and accomplished professional who shares our culture and values.

SOFTSWISS Managed Services is a part of SOFTSWISS solutions offered to clients to facilitate their iGaming brand growth.

As Retention Team Leader, you will drive strategic CRM initiatives to enhance customer loyalty and optimize retention across all channels. You will lead, mentor, and develop your team to deliver impactful, data-driven campaigns aligned with the company's goals.

Key Responsibilities :

  • Team Leadership & Development

Oversee and mentor the Retention Team, ensuring high performance and fostering a supportive and innovative team culture.

  • Inspire and upskill new team members, helping them develop their CRM and analytical toolkits.
  • Organise work processes to ensure optimal distribution of workload and priorities.
  • Deliver clear feedback, personalised coaching, and structured development plans.
  • CRM Operations & Strategy

    • Own the full customer lifecycle experience across all channels : Email, SMS, inApps, Journeys & Automations.

  • Work alongside your team to ensure CRM strategies are personalised, data-led, and commercially impactful.
  • Develop comprehensive CRM strategies tailored to the casino verticals improving processes and automating workflows.
  • Facilitate project updates to ensure to support operational teams with scalable solutions making campaign management more efficient and effective.
  • Stay informed on iGaming trends, compliance requirements, and best practices to keep CRM efforts competitive and compliant.
  • Customer Insights and Analytics

    • Conduct regular analysis of customer data to identify trends, behaviors, and opportunities for improvement.

  • Provide insights and recommendations to the team members based on data-driven analysis.
  • Collaboration and Communication

    • Manage multiple CRM-related projects, ensuring timely delivery, stakeholder alignment, and measurable impact.

  • Liaise with external partners to enhance CRM capabilities and tools.
  • Provide regular updates and reports to stakeholders on CRM performance and initiatives.

    • Requirements :

  • 5+ years of CRM experience (at least 2 years within the iGaming industry)
  • Proven experience managing and mentoring CRM teams.
  • Demonstrated ability to lead team members and build their confidence and capabilities.
  • Strong planning skills - particularly with casino-based promotions-ensuring effective campaign design, delivery, and post-analysis.
  • Demonstrated success in a strategic CRM role with cross-functional project management responsibilities.
  • Proven experience on tracking and assessing customer interactions and data throughout various channels to understand customer behavior, choices, and obstacles.
  • Demonstrated success in Retention improvement, anti-churn and multi channel activities to improve results.
  • Strong analytical mindset and ability to interpret data to drive decision-making.
  • Proven experience in customer lifecycle management, segmentation, and multi-channel campaign execution.
  • Excellent communication, organizational, and stakeholder management skills.
  • Familiarity with CRM platforms, ESPs, Tableau and analytics tools.
  • A proactive, solution-oriented approach with a strong understanding of customer behavior in online gaming environments.
  • Fluency in English; additional languages are a plus.

    • Our Benefits :

  • Full-time remote work opportunities and flexible working hours
  • Private insurance
  • Additional 1 Day Off per calendar year
  • Sports program compensation
  • Comprehensive Mental Health Programme
  • Free online English lessons with a native speaker
  • Generous referral program
  • Training, internal workshops, and participation in international professional conferences and corporate events.
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