Retention Manager required for our client, a privately-owned UK-based luxury bookmaker offering an unparalleled level of service to their customers, both through an app and a traditional private telephone service. You will own and optimise the lifecycle of their customers post-acquisition, using the companies high level CRM system. This role is pivotal to increasing the long-term value of every client, ensuring consistent engagement, reactivation, loyalty and ultimately, profitability.
The role of Retention Manager is a strategic and “hands-on” role for someone who understands the nuances of customer behaviour in the betting industry and has the creativity, analytical skill, and tools to maximise impact.
What’s on offer to you?
- Be part of a new exciting venture into Gibraltar
- Excellent salary and benefits package
- The opportunity to work in an independent luxury sportsbook brand
What You Will Be Doing
- Lead retention and reactivation efforts across sportsbook and casino verticals using the companies CRM system, with clear strategies for onboarding, nurturing, re-engagement, churn prevention and win-back.
- Segment our customer base intelligently and use behavioural and transactional insights to create highly targeted campaigns with measurable results.
- Plan, launch and iterate on multi-channel campaigns (email, SMS, push, onsite) using the CRM system, incorporating A/B testing and automated flows to improve conversion and reactivation rates.
- Design and implement compelling promotional calendars aligned with key sporting events, seasonal triggers and player preferences to boost activity and loyalty.
- Partner with the Client Services and VIP teams to tailor communication for high-potential clients, increasing retention through bespoke offers and recognition.
- Own KPIs related to retention, reactivation and overall customer value.
- Prepare weekly and quarterly reports on campaign performance and ROI.
- Stay on top of industry trends, CRM innovations and competitor tactics to keep our client at the forefront of intelligent retention marketing.
What You Will Need to Succeed in This Role
- Proven track record in CRM, retention or lifecycle marketing, ideally within iGaming, betting or a highly regulated, customer-driven industry.
- Hands-on experience using high level CRM platforms.
- Strong analytical mindset, comfortable working with data to inform decisions and optimise performance.
- Experience running A/B tests, building multi-step customer journeys, and measuring marketing attribution.
- Creative and commercially minded, you can design promotions that not only engage but also drive incremental profit.
- Excellent stakeholder management and communication skills.
Retention | Reactivation | Gibraltar | CRM | Sportsbook | Casino | VIP | Stakeholder Management