Retention Lead - iGaming

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.