Retention Manager

Ludicrum Tech • Zagreb, MI

7d • Remote

About The Position

As a Retention Manager, you will own the player journey after the first deposit, driving engagement, loyalty, and lifetime value. Reporting directly to the Chief Marketing Officer (CMO) and working closely with Product, Tech, Payments, and Support teams, you’ll build scalable lifecycle strategies, manage the VIP system, predict and prevent churn, and deliver impactful seasonal campaigns across key markets. This is a hands-on, strategic role where data, automation, and player psychology meet.

Requirements

• Minimum 3 years of experience in Retention Management within the iGaming industry
• Previous hands-on retention experience in the SEA market (South East Asia)
• Proven experience owning post-FTD lifecycle strategies with measurable impact on LTV growth and churn reduction, with the ability of translating player behavior and data into effective retention strategies
• Hands-on experience managing budgets, bonus costs, and ROI-positive retention initiatives
• Solid understanding of VIP systems, high-value player behavior, and churn risks, with the ability to influence player experience decisions
• Curious, experimental, and optimization-driven mindset, with a strong focus on continuous learning and improvement
• Strategic thinker with strong communication skills, able to execute retention initiatives and collaborate effectively across multi-market and cross-functional teams

Responsibilities

• Own and optimize the post-FTD player lifecycle, from acquisition to loyalty, VIP, churn prevention, and reactivation
• Build, automate, and continuously optimize behavior-based retention journeys across CRM channels
• Develop and apply churn prediction logic, translating risk signals into automated retention actions and incentives
• Own and evolve the VIP system, including tiers, qualification rules, rewards, benefits, and churn prevention for high-value players
• Plan and execute seasonal, local, and event-based retention campaigns, aligned with sports calendars, game launches, and market needs
• Collaborate closely with Product, Tech, Payments, Customer Support, and AM teams, representing retention needs in feature and experience discussions
• Track, report, and optimize retention, churn, VIP KPIs, budgets, and ROI, reporting performance directly to the CMO.

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