Ludicrum

Customer Retention Specialist

• Own and optimize the post-FTD player lifecycle, from acquisition to loyalty, VIP, churn prevention, and reactivation
• Build, automate, and continuously optimize behavior-based retention journeys across CRM channels
• Develop and apply churn prediction logic, translating risk signals into automated retention actions and incentives
• Own and evolve the VIP system, including tiers, qualification rules, rewards, benefits, and churn prevention for high-value players
• Plan and execute seasonal, local, and event-based retention campaigns, aligned with sports calendars, game launches, and market needs
• Collaborate closely with Product, Tech, Payments, Customer Support, and AM teams, representing retention needs in feature and experience discussions
• Track, report, and optimize retention, churn, VIP KPIs, budgets, and ROI, reporting performance directly to the CMO.

Retention Manager