Retention Specialist

Job Overview

We are looking for a CRM & Retention Specialist to drive user engagement, reactivation, and loyalty through strategic SMS campaigns and social engagement initiatives. The ideal candidate is data-driven, highly organized, and experienced in user retention strategies, particularly within sportsbook and casino platforms. This role focuses on boosting Daily Active Users (DAU) by leveraging SMS tools for re-engagement, personalized offers, and viral activations while continuously developing new incentive strategies to maximize retention.

Key Responsibilities:

Increase Returning Users via SMS & Social Engagement Send weekly engagement SMS featuring event reminders, trending content, and challenges to encourage user activity.

Reactivation of Inactive Users Segment users based on inactivity periods (7, 14, 30 days) and send personalized win-back SMS with exclusive incentives to bring them back.

Personalized Retention Offers & Incentives Develop and execute compelling retention offers based on user behavior and engagement patterns. Create streak-based rewards, VIP perks, and surprise bonuses to increase user stickiness.

Use SMS for Viral & Growth Activations Promote giveaways, referral contests, and influencer-led challenges via SMS to expand reach and boost engagement. Integrate SMS blasts into trending campaigns to maximize virality and DAU impact.

Performance Tracking & Optimization Monitor SMS open rates, response rates, reactivation rates, and DAU trends to measure success. Continuously optimize campaigns based on data insights and user engagement metrics.

Requirements:

3+ years of experience in CRM, retention marketing, or SMS marketing.

Proven expertise in SMS campaign management, automation tools, and performance tracking.

Experience in segmenting users and developing personalized reactivation campaigns.

Ability to conceptualize and execute high-impact retention offers tailored to user behavior.

Strong knowledge of engagement strategies, rewards programs, and viral marketing activations.

Proficiency in SMS analytics tools (open rates, CTRs, reactivation tracking).

Experience in sportsbook, casino, or high-frequency digital platforms is a plus.

Highly data-driven, analytical, and results-focused with a passion for user retention and engagement growth.