VP Retention
Midnite is looking for a VP Retention to lead its global CRM/Retention business unit within Growth. The role involves building sustained customer engagement across sportsbook, casino, and future markets by connecting strategy, people, data, and execution.
The successful candidate will lead an established organisation across Core CRM, Lifecycle, and Live Ops. The focus is on customer and commercial impact through thoughtful, personalised activity across email, push, SMS, and in-app messaging. The role requires close collaboration with Product, BI, and other Growth leaders to improve reward efficiency and deliver responsible engagement at scale.
- Set and evolve global retention strategy across activation, early life progression, engagement, lapse prevention, and reactivation, with sustained longer term retention at its heart.
- Lead and develop Core CRM, Lifecycle, and Live Ops; assess the operating model, preserve expertise, and shape evidence led changes.
- Bring casino insight and partner with Product on loyalty and customer propositions that give players reasons to return.
- Prioritise relevant, personalised lifecycle journeys and higher impact interactions, not contact volume for its own sake.
- Own performance against outcomes including deposit progression, cash active days, cross sell, lifetime value, reactivation efficiency, and cohort retention.
- Partner with BI to validate baselines, develop useful reporting, and assess incrementality through robust experimentation and holdouts.
- Challenge and prioritise data, segmentation, and MarTech capabilities with Product/Engineering, managing key CRM vendor relationships.
- Build alignment across Product, BI, Growth, and market stakeholders, influencing upwards and sideways as well as leading your team.
- Establish strong standards for contact strategy, QA, consent, and customer protection; turn evidence into priorities, investment recommendations, and learning.
- Has led CRM, retention, or lifecycle activity within iGaming with demonstrable customer and commercial outcomes (required).
- Brings deep casino understanding and credible sportsbook knowledge, adapting approaches across products and markets (required).
- Ideally has helped design, launch, or evolve a loyalty programme with Product (preferred).
- Builds trust, constructively challenges, and aligns senior cross functional stakeholders, as well as leading direct reports (required).
- Has developed teams and can improve an established organisation while respecting existing expertise (required).
- Connects lifecycle strategy with personalised, multi channel execution, favouring meaningful impact over campaign volume (required).
- Understands cohort retention, experimentation, holdouts, and incrementality, including attribution limitations and incomplete data (required).
- Brings commercial judgement around LTV, contribution, promotional cost, and reward efficiency (required).
- Understands how customer data, segmentation, decisioning, and CRM platforms should work together; can challenge dependencies and vendor value with specialist teams (required).
- Balances strategic ambition with operational rigour, pace, and responsible engagement in regulated markets (required).
- Private health insurance with zero excess, including optical cover and optional dental.
- Income protection to protect your earnings and give you peace of mind.
- Tenure holiday policy. After three years you receive an extra two days leave, increasing to 30 days annually after five years.
- Flexible working and a fully supported home office setup so you can do your best work from home.
- Nursery salary sacrifice scheme helping parents save thousands each year on nursery fees.
- Salary sacrifice schemes for tech and holidays so you can spread the cost of the things you want.
- Retail discounts and subscription perks across a wide range of brands.
- Quarterly team socials to connect, celebrate and have fun together.
Midnite is a sportsbook and online casino operator based in London, licensed by the UK Gambling Commission and in Ireland. It began as an esports betting brand and has grown into a mainstream sports betting operator, becoming front-of-shirt sponsor of Wolverhampton Wanderers for the 2026/27 season, with plans to enter Canada.