CRM Executive - Retention & Reactivation

Let’s start with the role

We are seeking a highly analytical CRM Executive to join our CRM team, focusing on customer retention and reactivation across all business verticals. This role combines deep analytical expertise with strategic thinking to not only analyze customer data but also actively collaborate in developing and implementing retention and reactivation strategies that drive local market and CRM objectives

As a CRM Executive, you will conduct advanced analyses of customer journeys, assess lifecycle performance, deliver comprehensive reports, co-create retention initiatives, and actively participate in the strategic planning process to optimize customer lifecycle management. Your insights will directly impact key performance indicators such as churn reduction, reactivation rates, and customer lifetime value.

• Analyze customer behavior across retention and reactivation lifecycle stages, identifying key trends and patterns;
• Conduct a comprehensive analysis of churned customers to identify patterns, trends, and root causes of customer attrition;
• Segment churned customers based on churn reasons, demographics, behavioral patterns, and customer value to develop targeted insights;
• Support the development of personalized retention & reactivation journeys based on customer behavior analysis;
• Map customer journeys and transitions between lifecycle stages, highlighting opportunities for optimization;
• Monitor and assess customer lifetime value, churn indicators, and reactivation triggers.

• Interpret complex datasets using advanced analytical tools and other available resources;
• Develop and deliver clear, actionable reports and presentations for management and local market teams;
• Provide analytical support to CRM Planning & Ops team as well as local CRM teams with practical recommendations for customer retention initiatives.

• Identify and analyze emerging trends in customer behavior and lifecycle progression, providing strategic recommendations and actionable approaches for improved retention and reactivation outcomes;
• Conduct cohort analyses and customer segmentation to support targeted retention strategies;
• Benchmark against industry best practices and competitor activity in lifecycle management.

• Collaborate with the Retention & Reactivation Manager to provide data-driven recommendations for local market strategies;
• Collaborate with BI and data teams to ensure data quality and analytical rigor;
• Assist in the design and refinement of analytical frameworks for measuring retention and reactivation effectiveness.

What you’ll bring:

• 2–4 years in CRM analytics, customer lifecycle analysis, or data-driven marketing roles; i-Gaming industry experience would be nice to have;
• Bachelor’s degree in Data Analytics, Statistics, Marketing, Business Administration, or a related field;
• Advanced degrees or certifications in analytics, data science, or CRM platforms are a plus;
• Proficiency in statistical analysis and predictive modeling (e.g., regression, cohort analysis);
• Advanced Excel skills and experience with SQL for data extraction and manipulation;
• Experience with data visualization tools (Power BI, Tableau, or similar);
• Ability to translate data into actionable insights and strategic recommendations;
• Strong business acumen and strategic thinking;
• Excellent written and verbal communication skills for presenting complex analyses to non-technical stakeholders;
• Experience supporting management in decision-making with data-driven insights;
• Proven ability to work effectively with cross-functional teams, especially BI and data teams;
• Strong organizational skills and attention to detail.