[Hiring] Head of CRM & Retention @HuntRiot

Role Description

• Retention Strategy & Lifecycle Management
  • Develop and execute the global retention and CRM strategy across the entire player lifecycle.
  • Lead initiatives for onboarding, engagement, reactivation, churn prevention, and VIP retention.
  • Architect scalable user segmentation frameworks to enhance personalization and communication efficiency.
  • Optimize bonus policies, promotional mechanics, loyalty programs, and gamification strategies.
  • Identify high-growth opportunities to increase Retention Rate, ARPU, NGR, and overall Lifetime Value.
• CRM Campaign Management
  • Design and launch multichannel campaigns across Email, SMS, Push, In-App, and onsite channels.
  • Develop automated, trigger-based communication flows mapped to specific user behaviors.
  • Ensure all communications align with brand positioning and elevate the customer experience.
  • Implement rigorous A/B and multivariate testing to continuously refine campaign performance.
• Analytics & Performance Management
  • Own key retention KPIs: Retention Rate, Churn, ARPU, NGR, LTV, CTR, and Conversion Rates.
  • Collaborate with BI and Data teams to build actionable dashboards and refine reporting logic.
  • Prepare technical specifications for CRM platform enhancements and automation integrations.
• Team Leadership & Collaboration
  • Build, mentor, and lead a high-performing CRM/Retention team.
  • Manage performance through 1:1s, coaching, and long-term career development planning.
  • Act as the primary stakeholder for retention-focused product improvements and cross-functional projects.

Qualifications

• 3+ years of CRM/Retention experience specifically within the iGaming industry.
• Proven track record of managing player lifecycle mechanics and large-scale retention strategies.
• 1+ year of experience in a leadership or mentoring capacity.
• Expert-level knowledge of CRM platforms (e.g., Customer.io, Braze, Optimove) and automation tools.
• Strong analytical mindset with a deep understanding of monetization and retention metrics.
• Experience operating within Tier-1 and European GEOs.
• Languages: English (B2+ Upper Intermediate) and Ukrainian (Native).

Requirements

• Direct experience launching CRM processes from scratch.
• Expertise in VIP management and high-value player retention.
• Experience with advanced SQL or SQL-based segmentation models.

Benefits

• Competitive Compensation: Performance-based package with regular reviews.
• Flexibility: 100% remote work format with flexible start times.
• Time Off: Unlimited paid vacation policy and 10 paid sick leave days per year.
• Benefits Café: Monthly allowance for sports, language learning, health insurance, or therapy.
• Growth: 50% co-funding for professional development courses and training.
• Equipment: Provision of all required work hardware.
• Celebrations: Gifts for significant life events and personal milestones.
• Community: Supportive international team with regular team-building activities.

Company Description

HuntRiot is an elite talent brokerage and consulting firm working exclusively within digital entertainment, FinTech, and performance marketing. We focus on highly competitive niches because this is the industry we know from the inside. We understand how teams are actually built, how roles work in practice, and what usually goes wrong in talent acquisition. Our role is to fix that. We act as strategic partners, not just CV forwarders. We work with global platforms, affiliates, and startups at different stages, from early growth to large international groups. We audit your processes and bring you the top 1% of talent who fit the mandate, the culture, and the exact stage of your business. Recently recognized as the "Rising Star" at the 2026 BWIGA Awards in Belgrade, we prove that our hardcore, metrics-driven system works. We do not believe in luck. We believe in strict discipline and closed deals. If you are ready to fix your organizational bottlenecks and scale your global digital products, let us talk.