PowerUp Solutions | Strategic Hub: Skopje, North Macedonia
Are you a CRM expert ready to move beyond generic campaigns?
PowerUp Solutions is seeking a Senior Retention & CRM Manager to own the execution and strategy of player LTV roadmaps for our portfolio of top-tier iGaming operators. This is a high-impact role, based in our strategic Skopje hub, where your work will directly drive 20%+ M1 retention for global brands.
The Mission: Why This Role Matters
You will be the architect and executor of our entire Player Lifecycle strategy. Reporting to the Head of Operations, you will be accountable for increasing customer value, minimizing churn, and optimizing the bonus budget using advanced segmentation and predictive analytics. Your success is measured by the tangible growth of our clients’ GGR.
Key Responsibilities
Strategy & Execution:
- Own the Player Lifecycle: Design, manage, and execute the full customer journey (email, SMS, in-app, web push) from onboarding and early-life retention through to VIP progression and reactivation.
- Data-Driven Segmentation: Utilize BI tools and advanced behavioral analytics to develop precise customer segments, ensuring hyper-personalized communication and offer delivery.
- Campaign Optimization: Rigorously A/B test campaign elements (copy, offers, timing) and conduct post-analysis to drive continuous optimization and maximize ROI on all retention initiatives.
- Bonus Budget Management: Oversee and optimize the bonus budget, using profitability models to minimize wastage and reduce bonus abuse, collaborating closely with the Anti-Fraud team.
Collaboration & Leadership:
- Stakeholder Reporting: Provide clear, insightful reports to senior management and client teams on CRM performance, LTV trends, and budget efficiency.
- Cross-Functional Alignment: Work closely with the VIP Management, Customer Support, and Anti-Fraud teams to ensure a seamless, high-touch player experience.
- Operational Excellence: Identify opportunities for automation and process improvement within our CRM tools and campaign execution workflows.
Skills & Experience We Are Looking For
- Minimum 4+ years of hands-on CRM experience in the iGaming or related high-volume e-commerce/subscription industry.
- Proven expertise in CRM platforms (e.g., Optimove, Salesforce Journey Builder, Braze) and associated BI/analytics tools (e.g., Tableau).
- Strong analytical mindset with demonstrated ability to interpret complex player data, model LTV, and calculate net ROI.
- Deep understanding of the online casino environment, including gaming mechanics, bonus mechanics, and compliance requirements.
- Excellent project management and organizational skills, comfortable managing multiple campaigns across different jurisdictions.
- Fluency in English is essential. Additional languages (German, French, Spanish) are a significant advantage.
What We Offer
- Highly competitive salary and performance-based bonuses.
- Annual professional development fund for industry certifications and training.
- Flexible working arrangements from our modern Skopje hub.
- Opportunities for relocation support.
Ready to PowerUp Your Career?
Join a team where your expertise directly translates into client success.
Send us your CV on email [email protected]