Enagagement Lead

Overview:

SOFTSWISS is looking for an Engagement Lead to manage the Content & Retention team and drive engagement, retention, and loyalty initiatives across multiple markets.

About Product:

iGaming Platform:

With our strong technical team, SOFTSWISS has created a secure iGaming platform that ensures the highest quality of service to clients worldwide. Through constant innovation, the iGaming Platform Team strives to maintain its competitive edge through state-of-the-art technology, providing clients with an unparalleled experience at any given time.

Purpose of the role:

You will be responsible for developing engagement and retention strategies, optimizing the player journey, and delivering data-driven initiatives that improve player experience, retention, and long-term value.

Key responsibilities:

• Lead and develop a high-performing Content & Retention team.
• Define team priorities, processes, and ways of working.
• Own website content strategy and ensure quality across all markets.
• Drive retention initiatives, loyalty programs, and personalized player experiences.
• Build data-driven strategies to increase engagement, retention, and LTV.
• Lead segmentation, automation, and trigger-based communication programs.
• Foster a culture of testing, experimentation, and continuous improvement.
• Establish clear reporting and KPI tracking frameworks.
• Manage multiple priorities while maintaining high execution standards.
• Collaborate closely with Product, Technical Account Management, and Analytics teams to achieve business goals.

Required Experience:

• 3–5+ years of experience in retention, CRM, content strategy, or player engagement within iGaming, betting, gaming, or similar industries.
• 2+ years of leadership experience managing and developing teams.
• Proven track record of building successful content and retention strategies.
• Strong understanding of key metrics such as GGR, LTV, ARPU, retention, and churn.
• Experience with CRM platforms (Customer.io), marketing automation, segmentation, and loyalty programs.
• Data-driven mindset with hands-on experience in testing and performance optimization.
• Excellent project management and organizational skills.
• Strong leadership, communication, and stakeholder management abilities.
• Deep understanding of player behavior, engagement mechanics, and monetization strategies.

Nice to have:

• Russian-level knowledge.