Retention Lead – iGaming

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London / £70000 - £80000 annum

INFO

Salary
SALARY:

£70000 - £80000

Location

LOCATION

London

Job Type
JOB TYPE

Permanent

Retention Lead
Orpington - 3 days a week
Up to £80,000

The Role
This is a newly created role for a Retention Lead to take full ownership of customer retention strategy. With over 95% of revenue driven by subscriptions, and a new instant win product recently launched, there's a real opportunity to reduce churn and increase customer lifetime value. You'll work cross-functionally with marketing, CRM, product, customer service, and finance, acting as the strategic lead on all things retention.

Key Responsibilities

  • Build and implement a comprehensive retention strategy that reduces churn and drives LTV

  • Use behavioural insights and data to segment audiences and identify key engagement triggers

  • Collaborate with the CRM team on campaign strategy and copy development

  • Develop and test offers and interventions to retain customers and boost engagement

  • Support scripting and strategy for a 30-person contact centre to improve retention rates

  • Identify gaps in the customer journey and develop targeted lifecycle comms

  • Support cross-sell and upsell of new instant win products and subscription tiers

  • Take a hands-on approach to CRM execution, working closely with internal teams

  • Engage VIP players and high-value customers with personalised comms and offers

About You

  • Strong background in retention within a digital subscription or consumer business

  • Data-led mindset with experience using behavioural insights to shape strategy

  • Confident in campaign management and lifecycle marketing

  • Collaborative and able to work across teams including CRM, product, and customer service

  • Experience working with contact centres and scripting is a plus

  • Previous exposure to the instant win or soft gambling sector is a bonus

  • Comfortable in a scale-up environment with evolving priorities and lots of ownership#

Why Apply?
This is a rare opportunity to define the retention strategy in a high-growth business where you can make an immediate impact. You'll work alongside a smart, commercially-minded leadership team and play a central role in shaping how the business retains and grows its loyal customer base.

CONTACT

Valentine Chukwuonye

Recruitment Consultant

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