Head of CRM – Retention

🔥 14 hours ago

🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

iTalent PLUS

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

💳 Fintech

Recruitment • iGaming • Fintech

iTalent PLUS is a recruitment agency specializing in identifying and matching top talent in the iGaming industry, as well as sectors like Fintech and Software Development. They pride themselves on their deep industry expertise, efficient hiring processes, and their commitment to ensuring both client and candidate satisfaction. By acting as matchmakers, iTalent PLUS helps create lasting professional partnerships by aligning candidates' ambitions with suitable job opportunities.

📋 Description

• Develop and execute a comprehensive CRM and retention strategy for the Brazilian market, aligned with the company's commercial objectives and growth targets • Take full ownership of CRM and retention operations, including player onboarding, activation, engagement, loyalty, churn prevention, and reactivation • Lead, manage, and develop high-performing CRM and Retention teams, establishing clear objectives, performance standards, and operational processes • Design and implement player retention strategies to improve engagement, reduce churn, increase player lifetime value, and strengthen long-term loyalty • Oversee multichannel CRM campaigns across email, SMS, push notifications, in-app messaging, and other relevant communication channels • Develop player segmentation and personalisation strategies based on behaviour, preferences, value, and lifecycle stage • Design, implement, and optimise automated player journeys and targeted communication strategies throughout the customer lifecycle • Oversee loyalty programmes, promotional campaigns, bonus strategies, and player incentives while balancing engagement and profitability • Develop churn prevention and reactivation initiatives to improve retention and recover inactive customers • Manage CRM and retention budgets, including promotional expenditure, and ensure measurable returns • Define, monitor, and optimise KPIs including retention rates, churn, reactivation, player lifetime value, engagement, campaign ROI, and bonus efficiency • Drive continuous improvement through A/B testing, player behaviour analysis, predictive modelling, and data-driven campaign optimisation • Oversee CRM platforms, marketing automation tools, and retention technologies • Collaborate with Marketing, VIP, Product, Business Intelligence, Customer Support, Payments, and Compliance teams • Analyse market trends, competitor retention strategies, and Brazilian player behaviour to identify growth opportunities • Ensure compliance with Brazilian gambling regulations, data protection requirements, responsible gaming principles, and internal policies • Provide regular performance reports, strategic insights, and recommendations to senior management

🎯 Requirements

• Extensive experience in CRM and player retention within the B2C iGaming industry, preferably with an online casino and/or sportsbook operator • Proven experience in a senior leadership position, such as Head of CRM & Retention, CRM Director, Head of Retention, or an equivalent role • Direct experience managing CRM and retention activities for the Brazilian B2C iGaming market is essential • Strong understanding of Brazilian player behaviour, local market dynamics, and the regulatory environment • Demonstrated success in developing and executing retention strategies that improve player loyalty, engagement, and lifetime value • Strong expertise in player lifecycle management, segmentation, personalisation, loyalty programmes, churn prevention, and reactivation • Proven experience managing multichannel CRM campaigns and automated player journeys • Hands-on experience with CRM and marketing automation platforms used within iGaming, such as Optimove, Fast Track, Xtremepush, or equivalent solutions • Experience developing and managing promotional strategies, bonus budgets, and loyalty initiatives while maintaining commercial profitability • Strong analytical capabilities, including experience with customer data analysis, A/B testing, retention modelling, and performance optimisation • Excellent understanding of CRM and retention KPIs, including retention rates, churn, reactivation, LTV, engagement, and ROI • Proven ability to lead and develop multidisciplinary CRM and Retention teams • Strong commercial awareness, leadership, communication, and stakeholder management skills • Ability to combine strategic leadership with a hands-on, results-oriented approach • Good understanding of responsible gaming, player protection, and applicable data protection requirements • Fluent English is mandatory • Portuguese proficiency is highly desirable