Retention Team Lead

Retention Team Lead (iGaming and Sports Betting) An established and fast-scaling organisation within the iGaming and Sports Betting industry is seeking a CRM Team Lead / Manager to take ownership of its player engagement and retention strategy. This is a senior leadership role that blends creativity, data, and commercial insight — ideal for someone who thrives in a high-performance environment where innovation and results go hand in hand. The Role As CRM Team Lead / Manager, you’ll be responsible for developing and executing CRM strategies that enhance player loyalty, increase lifetime value, and reduce churn. You’ll lead a dynamic team, collaborate across marketing, data, and product functions, and bring to life campaigns that capture the energy and excitement of online gaming while maintaining regulatory compliance across multiple jurisdictions. Key Responsibilities Collaborate with the Head of CRM to define and execute a best-in-class retention and lifecycle marketing strategy. Lead and mentor the CRM team — setting goals, managing performance, and fostering a culture of accountability and innovation. Own the campaign calendar, driving engagement across onboarding, retention, reactivation, and loyalty phases of the player journey. Use segmentation, personalisation, and automation to deliver targeted, data-driven communications that resonate with players. Monitor and analyse CRM metrics such as retention, churn, and lifetime value (LTV), and translate insights into actionable strategies. Work closely with marketing, design, product, and data teams to ensure alignment and maximise the impact of CRM initiatives. Ensure all communications adhere to responsible gaming and regional compliance standards , including those set by major regulatory authorities. Continuously refine processes, implement CRM best practices, and identify opportunities for innovation and improvement. Who You Are A proven CRM professional with a minimum of 5 years’ leadership experience within the regulated iGaming or Sports Betting industry — this experience is essential. A strategic thinker with hands‑on experience in CRM campaign management, automation, and player segmentation. Proficient in CRM and marketing automation platforms (e.g., Optimove, Xtremepush, or similar). Data‑driven and results‑oriented — confident using analytics to optimise performance and guide decision‑making. Experienced in managing teams, setting direction, and delivering against ambitious targets. Skilled at collaborating across departments and communicating effectively with senior stakeholders. Knowledgeable about retention mechanics, loyalty programs, gamification, and player behaviour dynamics. Fully versed in compliance standards, particularly responsible gaming and advertising regulations. Why This Role Stands Out You’ll take the lead on CRM strategy for multiple international gaming brands operating in fast‑paced, competitive markets. Your work will have direct, measurable impact on customer engagement, retention, and long‑term brand success. Opportunity to shape the CRM roadmap, implement automation at scale, and introduce data‑led innovations. Work alongside experienced professionals who value creativity, collaboration, and accountability. Johannesburg‑based role offering visibility, influence, and the chance to define CRM excellence within a global industry leader. How to Apply If you’re an accomplished CRM leader who knows how to engage players, build loyalty, and deliver results in a regulated gaming environment, we’d like to hear from you. Please submit your CV , a concise cover letter detailing your relevant CRM leadership experience, and case studies or metrics demonstrating the impact of your strategies on retention, engagement, or player lifetime value. This is a role for someone who understands the art and science of player engagement. Bring your creativity, analytical precision, and leadership experience — and take the helm of CRM in one of the world’s most exciting, fast‑evolving industries. #J-18808-Ljbffr