Head of Retention Product

Description

ABOUT THE ROLE

As the Head of Retention Product for CRM, Bonus, and Loyalty, you will lead the vision, strategy, and execution of our CRM platform across all markets. Your mission is to ensure that our tools deliver top-tier customer engagement, personalization, and retention — aligned with both commercial goals and regulatory standards. You’ll own the roadmap for CRM, set and track success metrics, and collaborate closely with local market teams to prioritize initiatives that drive long-term player loyalty.

This is an end-to-end leadership role where you'll work cross-functionally with marketing, operations, bonus, and customer experience teams to build tools that enable relevant, timely, and responsible player communications. The CRM development is primarily executed from our tech hubs in Växjö and Warsaw, but the role can be based in other key LeoVegas offices such as Stockholm, Sliema, Leeds, or Newcastle.

YOU WILL BE RESPONSIBLE FOR

• Owning and evolving the CRM product strategy and roadmap across multiple jurisdictions globally.
• Prioritise and drive data-driven CRM capabilities (segmentation, automation, personalization, experimentation).
• Be the lighthouse for the CRM product vision and ensure it supports acquisition, retention, and responsible gambling initiatives.
• Bringing in data-driven decision making across campaign orchestration, customer journeys, and lifecycle optimization.
• Staying on top of market and regulatory requirements for customer communications, promotions, and responsible gambling obligations across 10+ jurisdictions.
• Making build vs. buy decisions for CRM capabilities, leveraging strong relationships with vendors and internal stakeholders.
• Leading planning activities such as strategic roadmap prioritization, resource allocation, and performance tracking to drive CRM product success.
• Collaborating closely with cross-functional teams including Commercial, Engineering, Data, Legal & Compliance and Operations.
• Fostering innovation in customer engagement, enabling the business to deliver highly relevant, automated, and measurable CRM experiences.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING

ESSENTIAL SKILLS

• Substantial understanding of Customer loyalty programs, CRM tooling and Bonuses, ideally in the iGaming sphere.
• 5+ years of experience as a Product Manager/Product Owner, ideally with a focus on CRM, MarTech, or customer engagement platforms.
• Proven experience leading CRM or lifecycle product development from strategy through to delivery and measurement.
• Strong knowledge of product development, AI and CRM tooling such as personalization, journey setups and experimentation methods (A/B testing, multivariate testing).
• Proven experience from agile tech development and integrations with solution vendors
• Experience of shared P&L leadership
• Ability to translate customer insights and data into actionable CRM product decisions and roadmaps.
• Excellent leadership, communication and stakeholder management skills.

NICE TO HAVES

• Experience in iGaming, digital subscription, or other regulated, high-volume B2C environments.
• Background in marketing automation platforms, campaign management, or customer lifecycle management.
• Familiarity with tools such as Optimove, Braze or equivalent.
• Experience in data visualization and reporting tools such as Tableau, Domo or Datadog.
• Understanding of regulatory frameworks around marketing communications in multiple markets.

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the iGaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.

• BENEFITS
• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• 30 annual vacation days
• Occupational Pension
• 5,000 SEK wellness contribution annually
• Parental Leave Top-Up
• Possibility to enrol in a private health care insurance for both you and your partner
• 1,500 SEK equipment allowance
• Benify - benefits portal with many offers and discounts
• We offer a relocation package with accommodation and flights.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas.

Would you be a good fit for the Leo Pride – give us a roar!

As our company working language is English, we’d like to see your CV in English, please.