This role supports licensed operator partners by delivering CRM and retention services within a B2B managed services framework. All strategic and regulatory decisions remain under the responsibility of the respective licensed operator.
Overview:
SOFTSWISS Managed Services is hiring a Retention Team Lead to join our iGaming division. We are seeking an experienced CRM professional with strong leadership skills and hands-on expertise in casino retention mechanics to support operator partners in developing data-driven retention initiatives, improving customer lifecycle performance, and enhancing campaign efficiency across multiple communication channels.
About Product:
SOFTSWISS Managed Services
A part of SOFTSWISS solutions offered to clients to facilitate their iGaming brand growth.
Purpose of the role:
You will be responsible for leading and developing the Retention Team while supporting licensed operator partners in executing effective CRM activities, improving anti-churn initiatives, and enhancing customer engagement through structured processes, data analysis, and multi-channel campaign coordination.
Key responsibilities:
Team Leadership & Development
- Mentor and support the Retention Team, fostering a collaborative and performance-driven culture.
- Guide team members in developing their CRM and analytical expertise.
- Organise workflows to ensure balanced workload distribution and clear prioritisation.
- Provide constructive feedback, personalised coaching, and structured development plans.
CRM Operations & Retention Support
- Support licensed operators in managing the customer lifecycle across channels such as Email, SMS, In-App messaging, Journeys, and Automations.
- Assist in developing and optimising CRM initiatives tailored to casino verticals, ensuring campaigns are data-informed and commercially effective.
- Contribute to process improvements and workflow automation to enhance campaign efficiency.
- Coordinate project updates and collaborate with operational teams to ensure scalable and structured campaign execution.
- Monitor industry trends, compliance considerations, and best practices in iGaming retention.
Customer Insights & Analytics
- Analyse customer data to identify behavioural trends, engagement patterns, and retention opportunities.
- Provide data-based insights and recommendations to improve campaign performance and anti-churn activities.
- Support segmentation, lifecycle analysis, and performance tracking across multiple channels.
Collaboration & Communication
- Coordinate CRM-related projects, ensuring clear communication, timely execution, and stakeholder alignment.
- Collaborate with internal teams and external partners to enhance CRM tools and campaign capabilities.
- Prepare performance updates and structured reports for internal stakeholders and operator partners.
Required Experience:
- 2+ years of CRM experience within the iGaming industry.
- Proven experience managing and mentoring CRM teams.
- Strong planning skills, particularly with casino-based promotions, including campaign setup, execution, and post-analysis.
- Experience supporting cross-functional CRM projects.
- Practical experience tracking and analysing customer interactions across multiple communication channels.
- Proven involvement in retention improvement, anti-churn initiatives, and multi-channel engagement activities.
- Strong analytical mindset with the ability to interpret performance data.
- Experience in customer lifecycle management, segmentation, and campaign execution.
- Familiarity with CRM platforms, ESPs, Tableau, and analytics tools.
- Excellent communication, organisational, and stakeholder coordination skills.
- Proactive and solution-oriented mindset with understanding of online gaming customer behaviour.
- Fluency in English.
Nice to have:
- Additional languages are a plus.
Learn more about our hiring process here (link) – what to expect, how to prepare, and what makes SOFTSWISS different.
Main Advantages
- Private insurance (depending on contract type)
- Paid gym membership
- Comprehensive Mental Health Program
- Free English lessons (online)
- Local language courses
- +1 day off per calendar year
- Referral program rewards
- Upskilling, internal workshops, and participation in professional conferences and corporate events
