"ILARIA" is a consulting company offering a full range of HR solutions and digitalization of HR processes through a system developed in-house. At ILARIA, a team of HR experts provides services essential for your organization’s success: HR outsourcing and recruitment, software solutions, and market research.

The Company "ILARIA" is seeking a "Head of Retention / Senior CRM Manager" for a partner company operating in the iGaming industry.

Position: "Head of Retention / Senior CRM Manager"

Work format: On-site / Hybrid

Location: Tbilisi, Ninoshvili Street

Working hours: Full-time

Salary: 5000-7000$ Net

Number of openings: 1

We're looking for a Head of Retention / Senior CRM Manager to own the end-to-end execution of retention campaigns across Casino and Sportsbook. You will design, build, and optimize lifecycle programmers that drive engagement, frequency, and player value - across every channel our players use: WhatsApp, SMS, Push, Telegram, and Onsite.

Key Responsibilities:

• Build, QA, schedule, and launch retention campaigns end-to-end: segmentation, journey logic, message variants, triggers, and reporting;

• Run casino-specific campaigns - game launches, tournaments, free spins, reactivation, VIP nurture - and sports campaigns: matchday triggers, accumulator promos, in-play offers, event-driven reactivation;

• Maintain a clean, well-documented campaign calendar across both Casino and Sportsbook verticals;

• Deliver campaigns across the full channel mix: WhatsApp, SMS, Push, Telegram, Onsite, Email - picking the right channel for each player segment;

• Own deliverability, frequency capping, and channel governance so players receive the right message without fatigue;

• Predictively cost every retention offer before launching model expected uptake, bonus exposure, wagering contribution, and net impact;

• Track actuals vs forecast and feed learnings back into future offer design. Every campaign has a post-mortem;

• Run a steady cadence of A/B tests: randomization, holdout groups, stop rules, statistical significance. Ship honest experiments;

• Report on campaign performance - open, click, conversion, NGR contribution, retention and reactivation rates - in weekly ops syncs;

• Use AI tooling to speed up copywriting, segmentation logic, A/B variant generation, and translation QA. Keep creative direction firmly human;

• Ensure every campaign is localized into all relevant market languages and culturally adapted - no campaign goes out monolingual.

Requirements:

• 3+ years in retention, CRM, or lifecycle marketing role in iGaming, sportsbook, or another high-frequency consumer product. Non-negotiable;

• Hands-on experience with omnichannel execution across WhatsApp, SMS, Push, Telegram, and Onsite - not just email-only;

• Strong commercial instinct: comfortable costing offers, modelling bonus exposure, and defending campaign economics to stakeholders;

• Sharp execution: organized, detail-oriented, calm under campaign deadlines, able to manage multiple verticals simultaneously;

• Deep understanding of player lifecycles from FTD through reactivation - and how to design automation flows that move real metrics;

• Experience working with A/B testing methodology: holdout groups, statistical significance, incremental lift measurement;

• Hands-on experience with Customer.io - segments, workflows, broadcasts, and Liquid templating. (Strongly preferred);

• Experience running campaigns in regulated gaming markets (KYC flows, responsible gambling messaging, opt-out compliance). (Strongly preferred);

• Working knowledge of multi-language localization - briefing, managing, or QA-Ing translated content. (Strongly preferred);

• Demonstrated, thoughtful use of AI tools in marketing or CRM workflow. (Strongly preferred).

If you are interested, please send your CV to: vacancy@ilaria.ge. Please make sure to indicate the job title - “Head of Retention / Senior CRM Manager”.

Kindly note that only shortlisted candidates will be contacted for an interview.

We wish you luck!