[Hiring] AI CRM & Retention Automation Lead @Stay Group

Role Description

We are looking for an AI CRM & Retention Automation Lead to own the design, build, and scaling of a production-level AI-driven CRM system for player retention. The role sits in the Revenue department and reports directly to the CRO. This is not a classic CRM or campaign execution position. You will define the architecture, connect data, models, and tools into a working system, and move the CRM team from manual campaign building to AI-supervised personalization.

What you will do in the first 3–6 months:

• Month 1: Audit current CRM setup, Customer.io usage, data flows, segmentation, churn models, and integrations. Deliver a target architecture.
• Month 2–3: Launch an MVP flow: Player Data → Churn prediction → AI analysis → Offer recommendation → Customer.io campaign → Human approval.
• Month 3–4: Automate segmentation, timing, offer selection, campaign creation, and basic analytics.
• Month 4–6: Put an AI optimization loop into production (Campaign → Results → Analysis → Learning → New recommendation) and prepare the foundation for VIP/PAM AI.

Main outcome of the role:

• Not the number of campaigns sent. The KPI is how much of the CRM process we can automate while increasing the effectiveness of personalization.
• The CRM Manager should shift from building campaigns manually to acting as an AI CRM Supervisor who reviews recommendations, approves campaigns, and owns GEO results.

Qualifications

• Proven experience building or owning production automation systems that connect data, models, and marketing tools (not only campaign execution).
• Hands-on work with at least one major CRM/marketing automation platform (Customer.io strongly preferred; Optimove, Braze, or Iterable are relevant).
• Practical experience with customer data platforms, data warehouses (BigQuery or Snowflake), and orchestration tools (dbt, Airflow, n8n, Make, or similar).
• Ability to design and implement AI-driven flows: churn/LTV/next-best-action models, recommendation logic, LangChain/LangGraph or direct LLM APIs (Claude, OpenAI).
• Strong systems thinking: you can describe architecture, data flow, agents, integrations, approval layer, and analytics loop, and then build it.
• iGaming, fintech, e-commerce, subscription, or marketplace background with high-volume customer data is a plus.
• Senior / Lead level. You will own the direction: architecture, roadmap, implementation, integrations, AI agents, automation, analytics, documentation, and scaling.

Requirements

• What does not fit:
• Only creating campaigns in Customer.io or similar tools.
• Only writing prompts or using ChatGPT without system integration.
• Pure dashboard analysis / BI without building automation.
• Pure Python development without CRM and marketing automation context.
• Waiting for a ready technical specification instead of proposing the system design.

• Technical assignment during the process:
• Candidates will be asked to design an AI-driven CRM system for 1M players with an existing churn model and Customer.io: daily player analysis, reactivation targeting, best offer and timing selection, campaign creation, human approval, and a feedback loop. We evaluate architecture, data flow, agents, APIs, decision logic, monitoring, and scalability.

Benefits

• Freedom to choose where to work: work from anywhere in the world with the freedom of remote options.
• Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.
• Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
• A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
• Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.