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.
SOFTSWISS Managed Services is hiring a Retention Team Leader 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.
SOFTSWISS Managed Services
A part of SOFTSWISS solutions offered to clients to facilitate their iGaming brand growth.
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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.
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.
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.
Additional languages are a plus.
Full-time work opportunities
Private insurance
An additional Day Off (1) per calendar year
Sports program compensation
Comprehensive Mental Health Programme
Free online English lessons with native speakers
Generous referral program
Training, internal workshops, and participation in international professional conferences and corporate events
Learn more about our hiring process here (link) – what to expect, how to prepare, and what makes SOFTSWISS different.