Retention Specialist
DigiOutsource is seeking a dynamic and strategic Promotions & Lifecycle Specialist to support its iGaming brands. This role will be instrumental in driving user engagement through innovative promotional strategies and lifecycle marketing initiatives designed to appeal to diverse player segments across multiple markets.
The role involves executing briefs, projects, and initiatives to support and grow the Player Lifecycle Strategy. It requires prioritising and planning projects, optimising communication touchpoints, and identifying new opportunities in collaboration with external teams. The specialist will stay informed on industry trends, monitor project success, and ensure communication meets customer needs.
Financial management is key, involving devising initiatives and offer strategies that deliver on customer expectations and support anticipated ROI. This includes ensuring numbers management, deep dives, and forensic audits on promotions to measure against set KPIs. Project management entails coordinating marketing activities, diversifying automation, and ensuring cooperation between teams and suppliers to meet project timelines.
- Execute briefs, projects, and initiatives to support / grow the Player Lifecycle Strategy.
- Prioritise and plan projects with the Player Lifecycle Manager.
- Optimise communication touchpoints and adjust interventions as needed.
- Identify new opportunities and collaborate on implementation.
- Work with external teams (e.g., Market Development, Digital Marketing).
- Stay informed on competitors, industry trends, and marketing best practices.
- Monitor project success and apply learnings.
- Ensure communication meets customer needs and improves response rates.
- Deliver projects on time, meeting standards and deadlines.
- Implement initiatives to optimise player experience and minimise revenue loss.
- Devise initiatives and offer strategies that deliver on customer expectations and support anticipated ROI per project/intervention.
- Ensure numbers management, deep dives and forensic audits, on all variables of the New Player Portfolio / promotions to ensure initiatives are measurable against set KPI’s thereof.
- Develop initiatives and offers to meet ROI targets.
- Conduct audits on the Offer Management Portfolio to measure against KPIs.
- Coordinate marketing activities to support retention with stakeholders.
- Diversify automation to drive business growth.
- Ensure cooperation between teams and suppliers to meet project timelines.
- Assess tools to improve flexibility and scalability.
- Run ad-hoc promotions for re-engagement before automation.
- Relevant tertiary qualification in Project Management, Marketing, Business, or Finance Administration (required)
- Minimum of 2 years’ experience within the iGaming industry, with a strong understanding of customer behavior and data-driven retention strategies (required)
- Proven working knowledge of Microsoft Office Suite, including advanced Excel (spreadsheets, pivot tables, graphs, and formulas) (required)
- Strong analytical mindset, confident in interpreting data and making informed business decisions (required)
- Excellent verbal and written communication skills, with the ability to present complex ideas clearly and effectively (required)
- Demonstrated project management expertise, with a track record of delivering projects on time and within scope (required)
- Exceptional attention to detail, ensuring accuracy and consistency across all deliverables (required)
- Ability to adapt quickly to changing priorities in a fast-paced, dynamic environment (required)
- Highly organized, proactive, and quality-driven (required)
- Proven experience owning and delivering end-to-end retention strategies and governance, not just campaign execution (nice-to-have)
- Proficiency in project management software such as Jira (nice-to-have)
- Experience in developing and optimising customer retention frameworks or lifecycle marketing programs (nice-to-have)
- People management or leadership experience within a marketing or retention team (nice-to-have)
- Employee Assistance programme
- Competitive Remuneration
- Subsidised Medical Aid or GAP Cover Insurance Benefits (including Group Life and Income Continuation Benefit)
- Funeral Fund & Funeral Fund Top Up
- Subsidised Retirement Annuities
- Employee Incentive Plans
- Free Daily Meals
- Free Massages On-site
- Free On-Site Gym
- Group Life Cover
- Funeral Fund Benefit
- Financial Services Assistance
- Employee Assistance Programme
- Curro School Fees Benefit
- Income Continuation Benefit
- Leadership Training
- Referral Bonus
- Medical Aid Subsidy
- Free Sleep Coaching
- On-site Barista
- Retirement Annuity Subsidy
- Team builds
DigiOutsource is a global iGaming technology and services company and part of Super Group (SGHC), the holding company behind the Betway and Spin brands. Headquartered in Cape Town, South Africa, with offices in London and Portugal, it provides software development, digital marketing, business intelligence, design and communications services that power leading online gaming brands. The company employs around 1,200 people across multiple continents. DigiOutsource was formed from the merger of the ForwardSlash and SpeakUp Communications businesses and operates as a key technology hub within Super Group.