job description
Are you a strategic thinker with a passion for player retention, reactivation, and VIP engagement in the gaming industry? Our client, a dynamic and innovative company, is seeking a CRM & Retention Manager to lead their user lifecycle strategy in Bali’s thriving digital ecosystem.
In this role, you will design and execute data-driven retention campaigns, optimize player journeys, and develop VIP programs that enhance long-term engagement and revenue. You’ll collaborate with cross-functional teams to leverage CRM tools, analytics, and behavioral insights to reduce churn and maximize customer lifetime value (CLV).
Based in the vibrant hub of Canggu, Bali, this is a unique opportunity to shape the future of user engagement in a fast-paced, high-growth environment. If you thrive in a metrics-driven, creative, and player-centric culture, we want to hear from you!
Responsibility
- Develop and execute end-to-end CRM strategies to improve player retention, reactivation, and loyalty across all user segments.
- Design and optimize automated lifecycle campaigns (onboarding, engagement, win-back) using email, push notifications, and in-app messaging.
- Analyze player behavior data to identify churn risks and opportunities for personalized interventions.
- Lead the VIP program strategy, including tiered rewards, exclusive perks, and high-touch engagement initiatives.
- Collaborate with product, marketing, and data teams to align retention efforts with business KPIs (e.g., DAU, MAU, LTV).
- A/B test and iterate on messaging, incentives, and segmentation to maximize campaign performance.
- Monitor and report on retention metrics (e.g., churn rate, repeat purchase rate, session frequency) and present insights to stakeholders.
- Stay ahead of gaming industry trends in CRM, gamification, and player psychology to innovate retention tactics.
Qualifications
- Minimum 5+ years of experience in CRM, retention marketing, or lifecycle management, preferably in gaming, iGaming, or mobile apps.
- Proven track record of improving retention rates through data-driven strategies and campaign optimization.
- Hands-on experience with CRM platforms (e.g., Braze, OneSignal, Firebase, Salesforce) and analytics tools (e.g., Google Analytics, Mixpanel, Amplitude).
- Strong SQL and Excel skills for data extraction, segmentation, and performance analysis.
- Excellent communication and storytelling skills to craft compelling, localized messaging for diverse player segments.
- Experience managing VIP or loyalty programs with a focus on high-value user engagement.
- Familiarity with gamification mechanics (e.g., rewards, badges, leaderboards) to drive behavioral change.
- Ability to work in a fast-paced, agile environment and adapt to shifting priorities.