Retention Team Manager FTC 12 Months

Retention Team Manager FTC 12 Months

ABOUT THE ROLE

Are you ready to lead a dynamic CRM team, balance operational excellence with strategic transformation, and drive impactful player engagement in a fast-paced iGaming environment? As the Retention Manager for our IT, and ROW markets, you’ll lead from the front - mentoring talent, delivering elements of a multi-faceted CRM transformation, and continuously optimising both process and performance.

YOU WILL BE RESPONSIBLE FOR:

• Lead, mentor, and develop a team of CRM executives, managers and coordinators, with a strong focus on building their analytical and strategic CRM capabilities.
• Be a driving force in LeoVegas’ CRM transformation, contributing to changes in technology, tools, and ways of working, while ensuring minimal disruption to business-as-usual.
• Ensure the flawless execution and optimisation of promotional campaigns, particularly in casino, by applying advanced planning, reporting, and cost control practices.
• Maintain operational excellence through structured documentation, scalable frameworks, and well-governed processes.

Team Leadership & Development

• Inspire and upskill new team members, helping them develop their CRM and analytical toolkits.
• Deliver clear feedback, personalised coaching, and structured development plans.
• Create comprehensive onboarding and training programs to shorten ramp-up time for new hires.
• Identify skills gaps and proactively organise upskilling and cross-training sessions.
• Support team morale and resilience during times of change or heavy workload.

CRM Operations & Strategy

• Own the full customer lifecycle experience across all channels: Email, SMS, Onsite Messaging, Journeys & Automations.
• Work alongside your team to ensure CRM strategies are personalised, data-led, and commercially impactful, with a focus on casino-specific promotions.
• Monitor daily performance data, making real-time adjustments to plans to hit KPIs including player engagement, retention, and bonus ROI.
• Plan and execute A/B testing strategies, leveraging insights to fine-tune messaging, timing, and reward mechanics.
• Drive efficiency in bonus usage and promotional spend through careful budgeting and performance tracking.

Transformation & Planning

• Act as a key contributor to the CRM transformation programme, helping evolve both technology and process while ensuring the team continues to meet commercial goals.
• Balance long-term strategic projects with short-term campaign execution, showing flexibility and clear prioritisation.
• Streamline workflows with templates, best practices, and internal documentation that supports both BAU and future scaling.

Collaboration & Communication

• Work cross-functionally with Country Managers, CRM Hubs, Marketing Production, BI, and Data Science teams to share insights and align goals.
• Lead with transparency and influence-managing stakeholders effectively, from data specialists to marketing executives.
• Collaborate with external partners, such as Access Intelligence, for competitive insights and CRM innovation.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

• Proven experience managing and mentoring high-performing CRM teams, ideally in a fast-paced digital or iGaming setting.
• Demonstrated ability to lead junior staff and build their analytical confidence and capabilities.
• Strong planning skills - particularly with casino-based promotions-ensuring effective campaign design, delivery, and post-analysis.
• Experience managing both BAU operations and strategic transformation workstreams simultaneously.
• Fluent in English, with exceptional interpersonal, stakeholder management, and communication skills.
• Strong analytical mindset and deep understanding of CRM KPIs, tools, and segmentation strategies.
• Proficiency in using data to generate actionable insights and strategic recommendations.
• Degree in Marketing, Analytics, Statistics, or related field preferred.

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)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

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**

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