VP Retention
New
M
MidniteSports betting and gaming
UK, remoteFull-TimeVp
Salary not disclosed
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Job Details
- Required Skills
- CRM
Requirements
- Have led CRM, retention or lifecycle activity within iGaming, with demonstrable customer and commercial outcomes.
- Bring deep casino understanding and credible sportsbook knowledge, adapting approaches across products and markets.
- Have ideally helped design, launch or evolve a loyalty programme with Product.
- Build trust, constructively challenge and align senior cross-functional stakeholders, and lead direct reports.
- Have developed teams and be able to improve an established organisation while respecting existing expertise.
- Connect lifecycle strategy with personalised, multichannel execution, prioritising meaningful impact over campaign volume.
- Understand cohort retention, experimentation, holdouts and incrementality, including attribution limitations and incomplete data.
- Bring commercial judgment around LTV, contribution, promotional cost and reward efficiency.
- Understand how customer data, segmentation, decisioning and CRM platforms work together, and assess dependencies and vendor value with specialist teams.
- Balance strategic ambition with operational rigour, pace and responsible engagement in regulated markets.
Responsibilities
- Set and evolve global retention strategy across activation, early life progression, engagement, lapse prevention and reactivation.
- Lead and develop Core CRM, Lifecycle and Live Ops, assessing the operating model and shaping evidence-led changes.
- Partner with Product on loyalty and customer propositions, bringing casino insight to sportsbook, casino and future markets.
- Prioritise relevant, personalised lifecycle journeys and high-impact interactions across email, push, SMS and in-app channels.
- Own performance against deposit progression, cash active days, cross-sell, lifetime value, reactivation efficiency and cohort retention.
- Partner with BI to validate baselines, develop reporting and assess incrementality through experimentation and holdouts.
- Prioritise data, segmentation and MarTech capabilities with Product and Engineering, and manage key CRM vendor relationships.
- Build alignment across Product, BI, Growth and market stakeholders while leading the team.
- Establish standards for contact strategy, QA, consent and customer protection, and turn evidence into priorities, investment recommendations and learning.
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