Retention Marketing Manager

About Us

The Lotter is an industry pioneer, allowing individuals the freedom to purchase official state lottery tickets online via our website and mobile app. We are dedicated to creating a fun and secure way for people to play the lottery conveniently from their homes or mobile devices. At The Lotter, we understand that building a world-class company starts with a world-class team. If you're looking to join a fast-growing tech company that values work-life balance, feedback, and growth, The Lotter is the place for you.

About the Role

We are looking for a highly driven hands-on and strategic Retention & Player Value Team Lead to own the full customer lifecycle across both CRM/Retention and VIP Account Management.

This role combines data-driven lifecycle marketing, campaign execution, and high-value player management, with the goal of maximizing player engagement, retention, and lifetime value.

You will lead a small but high-impact team of 4 individuals and work cross-functionally with Product, Data, Risk and Payments teams to deliver a best-in-class player journey.

Key Responsibilities

Team Leadership & Operations

• Lead and manage a team of CRM/Retention specialists and VIP Account Managers
• Own team performance, KPIs, workload prioritization, and execution quality
• Provide coaching, training, and development to elevate team capabilities
• Build scalable processes for campaign execution and VIP handling

Lifecycle & Retention Strategy

• Define, execute and monitor the full lifecycle strategy across all player base
• Plan and optimize multi-channel campaigns (email, push, onsite, etc.)
• Own campaign calendar, segmentation strategy, and targeting logic
• Continuously test, analyze, and improve performance

High-Value Player Management

• Own the VIP strategy, segmentation, and player journey
• Design and optimize VIP programs, rewards, and promotions
• Ensure personalized, high-touch engagement for top players
• Monitor VIP performance, behaviour, and satisfaction

🔹 Monetization & Player Value Growth

• Drive initiatives to increase:
• Player lifetime value (LTV)
• Average revenue per user (ARPU)
• Retention rates across segments
• Align CRM and VIP efforts under a unified monetization strategy
• Identify opportunities for cross-sell (lottery → casino, etc.)

🔹 Data, Analysis & Optimization

• Monitor and analyze performance across all lifecycle stages
• Work closely with Data/BI to define dashboards and KPIs
• Translate insights into actionable improvements
• Own reporting on key metrics (retention, revenue uplift, campaign performance)

Requirements

Must Have:

• 4+ years in CRM / Retention / VIP / Lifecycle roles
• 1–2+ years managing a team
• Strong understanding of player behavior in B2C (gaming / e-commerce preferred)
• Hands-on experience with CRM platforms (e.g., Optimove etc.)
• Strong analytical mindset with ability to analyse data (experience with powerbi is an advantage)
• Experience running multi-channel campaigns

Nice to Have:

• iGaming / lottery / casino experience
• Familiarity with segmentation models and lifecycle automation
• Basic SQL / data tools understanding
• Experience working with Product teams

Key KPIs (important for hiring clarity)

• Retention rate (overall & by segment)
• Player lifetime value (LTV)
• Campaign ROI & uplift contribution
• VIP revenue share & growth
• Engagement metrics (open rates, CTR, activity rate)