Retention Manager

Ludicrum Tech • Zagreb, MI

1d • Remote

About The Position

Ludicrum is redefining iGaming, blending creativity with technology to deliver world-class gaming experiences. From marketing and product development to customer support and financial reporting, our teams are changing the game. Our vision is to create ultra-intuitive and engaging platforms to fuel growth through strategic partnerships and market expansion. Our success is driven by core values deeply embedded in our culture: transparency, goal-focus, adaptability, and continuous improvement (Kaizen). With a dynamic and collaborative culture and fast career growth, our 250+ global team thrives! The Retention Manager leads and develops the Retention & CRM team while translating the Head of Retention’s strategic direction into effective tactical execution. This includes overseeing automated lifecycle journeys, churn prediction models, the VIP program, seasonal campaigns, cross-team collaboration, KPI tracking, and ensuring strong ROI on all retention activities.

Requirements

• Fluency in English
• At least 5 years of experience in non-regulated markets
• At least 3 years of experience as a Retention Manager or similar leading roles
• Proven experience managing teams, setting their goals and KPIs while giving back constructive career management feedback
• Proven experience leading at a strategic level, ensuring daily operations and meaningful impact of team efforts on revenue
• Keen eye for continuous improvement and ability to translate ideas into meaningful actions, driving them through execution and delivery
• Ability to adapt quickly to new goals and challenges in a fast-paced environment

Responsibilities

• Lead, mentor, and develop the Retention & CRM team.
• Conduct efficient and systematic employee performance evaluations and provide regular feedback.
• Coordinate team composition and efforts, ensuring we have the right people in the right positions.
• Fostering a culture of accountability and ownership by serving as an example.
• Delegating responsibilities and handling administrative tasks as needed (approving vacations, salary raise requests, team budgets).
• Set clear goals and KPIs for direct reports, and ensure their high performance and professional growth.
• Translate Head of Retention’s strategic direction into detailed, automated post-FTD lifecycle journeys.
• Ensure all lifecycle campaigns are scalable, highly personalized, data-driven, and continuously tested and optimized for performance.
• Work with the Head of Retention and Data Science teams to implement and maintain churn prediction models.
• Translate churn signals and model outputs into automated retention actions, segments, and incentive strategies.
• Monitor churn drivers on an ongoing basis and proactively suggest improvements to prediction logic and intervention tactics.
• Execute and optimize the VIP system strategy as defined by the Head of Retention, including tiers, qualification rules, benefits, and rewards structure.
• Collaborate closely with Support, Account Management, Product, and Payments teams to ensure a consistent and high-quality VIP experience.
• Proactively monitor and reduce churn of high-value players through targeted retention activities.
• Plan and execute seasonal, local, and event-based retention campaigns in alignment with the overall retention strategy.
• Coordinate campaigns with sports calendars, major game launches, payment promotions, and local market nuances.
• Ensure all event and seasonal campaigns support long-term lifecycle goals and player loyalty, rather than focusing solely on short-term activity or revenue.
• Build strong product knowledge through close collaboration with Product, Tech, Payments, and Customer Support.
• Represent retention needs in product and feature discussions.
• Track retention, churn, and VIP KPIs and report performance to the CMO.
• Track and request quarterly budgets and make sure the ROI is positive.

Benefits

• Flexible and Remote Working: Work from anywhere, supporting your work-life balance.
• Equipment provided: We’ll set you up with a laptop, headphones, and mouse so you’re ready to work comfortably.
• Career Growth: We’re committed to your development, offering training and advancement opportunities.
• Performance Recognition: Earn raises and career progression opportunities based on a quarterly performance review and a constructive feedback cycle.
• Health and Fitness Benefits: Receive fitness reimbursements from day one, and after one year of employment, gain access to a health budget to support your well-being.
• Self Development Budget: Invest in your growth through online courses and professional learning opportunities.
• Extra Paid Annual Leave: Enjoy 22 days of vacation, with an additional day added for each year of employment, up to a maximum of 26 days.
• Special Birthday Perk: Take your birthday off after a year of employment to celebrate!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees