[Hiring] VP Retention @Midnite

Role Description

We're looking for a VP Retention to lead our global CRM/Retention business unit within Growth, building sustained customer engagement across sportsbook, casino and future markets.

You'll lead an established organisation across Core CRM, Lifecycle and Live Ops, connecting strategy, people, data and execution. This is an opportunity to build on existing expertise, validate what works and shape what comes next. Change should have a clear purpose.

Your focus will be customer and commercial impact, not campaign volume. You'll help customers progress through early life journeys, deepen relevant engagement, improve longer term retention and make reactivation more effective through thoughtful, personalised activity across email, push, SMS and in app.

Working closely with Product, BI and other Growth leaders, you'll bring strong casino insight, a clear view of loyalty and the ability to turn cross functional priorities into delivery. As data, MarTech and measurement capabilities evolve, you'll help demonstrate incremental value, improve reward efficiency and deliver responsible engagement at scale.

• Set and evolve global retention strategy across activation, early life progression, engagement, lapse prevention and reactivation, with sustained longer term retention at its heart.
• Lead and develop Core CRM, Lifecycle and Live Ops; assess the operating model, preserve expertise and shape evidence led changes.
• Bring casino insight and partner with Product on loyalty and customer propositions that give players reasons to return.
• Prioritise relevant, personalised lifecycle journeys and higher impact interactions, not contact volume for its own sake.
• Own performance against outcomes including deposit progression, cash active days, cross sell, lifetime value, reactivation efficiency and cohort retention.
• Partner with BI to validate baselines, develop useful reporting and assess incrementality through robust experimentation and holdouts.
• Challenge and prioritise data, segmentation and MarTech capabilities with Product/Engineering, managing key CRM vendor relationships.
• Build alignment across Product, BI, Growth and market stakeholders, influencing upwards and sideways as well as leading your team.
• Establish strong standards for contact strategy, QA, consent and customer protection; turn evidence into priorities, investment recommendations and learning.

Qualifications

• Has led CRM, retention or lifecycle activity within iGaming with demonstrable customer and commercial outcomes.
• Brings deep casino understanding and credible sportsbook knowledge, adapting approaches across products and markets.
• Ideally has helped design, launch or evolve a loyalty programme with Product.
• Builds trust, constructively challenges and aligns senior cross functional stakeholders, as well as leading direct reports.
• Has developed teams and can improve an established organisation while respecting existing expertise.
• Connects lifecycle strategy with personalised, multi channel execution, favouring meaningful impact over campaign volume.
• Understands cohort retention, experimentation, holdouts and incrementality, including attribution limitations and incomplete data.
• Brings commercial judgement around LTV, contribution, promotional cost and reward efficiency.
• Understands how customer data, segmentation, decisioning and CRM platforms should work together; can challenge dependencies and vendor value with specialist teams.
• Balances strategic ambition with operational rigour, pace and responsible engagement in regulated markets.

Benefits

• Private health insurance with zero excess, including optical cover and optional dental.
• Income protection to protect your earnings and give you peace of mind.
• Tenure holiday policy. After three years you receive an extra two days leave, increasing to 30 days annually after five years.
• Flexible working and a fully supported home office setup so you can do your best work from home.
• Nursery salary sacrifice scheme helping parents save thousands each year on nursery fees.
• Salary sacrifice schemes for tech and holidays so you can spread the cost of the things you want.
• Retail discounts and subscription perks across a wide range of brands.
• Quarterly team socials to connect, celebrate and have fun together.

Company Description

At Midnite, we're committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.