BettingJobs is working with a well-established multi-brand iGaming operator seeking to expand their Web3/ Crypto vertical with an experienced Director of Retention and Engagement to join their team based remotely within Europe.

Responsibilities:

• Lead CRM strategy and execution across segmentation, targeting, journey design, and multi-channel communications (email, SMS, push, in-app, onsite). Deliver personalised “next best action” experiences, informed by player data, behavioural analytics, and AI.
• Design and optimise loyalty programs, tiered rewards, missions, and gamification mechanics to drive progression, retention, and brand stickiness. Continuously evaluate offerings for differentiation, sustainability, and profitability in partnership with Finance/BI.
• Oversee VIP engagement strategy, including personalised offers, seasonal campaigns, and proactive churn/risk alerts powered by AI.
• Partner with Creative/Content to align messaging with brand voice; oversee player-facing copy, promotions, and engagement calendars that drive trust and conversion.
• Champion a data-driven engagement model; run A/B and multivariate testing to optimise conversion, ARPU, and churn reduction.
• Ensure all CRM, loyalty, and VIP initiatives meet regulatory standards, integrating responsible gambling triggers into player journeys and maintaining compliance documentation.
• Act as the bridge across Marketing, Operations, Finance, and Creative, translating executive strategy into actionable retention initiatives and embedding a loyalty-driven culture organisation-wide.