Retention Loyalty Lead
The Retention Loyalty Lead will develop and own the gamification strategy across multiple Casino and Sports products, ensuring alignment with business objectives. This role involves leading, mentoring, and developing the Loyalty Managers team, setting goals, priorities, and supporting professional growth.
Key responsibilities include defining standards, processes, and best practices for planning, launching, and evaluating gamification initiatives. The lead will also oversee the planning and execution of Top Events across products, drive the design and evolution of gamification systems, and own gamification roadmap prioritization in collaboration with Product, CRM, BI, and Marketing stakeholders.
Furthermore, the role requires establishing and monitoring key product and business KPIs to ensure initiatives deliver measurable value and ROI. The Retention Loyalty Lead will analyze cross-product performance, identify opportunities for scaling successful mechanics, and share best practices. Coordination of cross-functional collaboration for timely and high-quality delivery of gamification initiatives is also essential. The lead will identify market trends, competitor activities, and emerging gamification practices to drive innovation, manage team capacity, resource planning, and prioritization, and report team performance, strategic initiatives, and business outcomes to senior management.
- Develop and own the gamification strategy across multiple Casino and Sports products, ensuring alignment with business objectives.
- Lead, mentor, and develop the Loyalty Managers team, setting goals, priorities, and supporting professional growth.
- Define standards, processes, and best practices for planning, launching, and evaluating gamification initiatives.
- Oversee the planning and execution of Top Events across products, ensuring consistency, quality, and business impact.
- Drive the design and evolution of gamification systems, including mechanics, progression, rewards, and engagement loops.
- Own gamification roadmap prioritization together with Product, CRM, BI, and Marketing stakeholders.
- Establish and monitor key product and business KPIs, ensuring initiatives deliver measurable value and ROI.
- Analyze cross-product performance, identify opportunities for scaling successful mechanics, and share best practices.
- Coordinate cross-functional collaboration to ensure timely and high-quality delivery of gamification initiatives.
- Identify market trends, competitor activities, and emerging gamification practices to drive innovation across products.
- Manage team capacity, resource planning, and prioritization to support multiple products effectively.
- Report team performance, strategic initiatives, and business outcomes to senior management.
- 5+ years of experience in the gambling industry, including experience in Casino and/or Sports products (required)
- 2+ years of experience leading or mentoring product, gamification, CRM, or engagement teams (required)
- Proven experience developing and executing gamification strategies across multiple products or brands (required)
- Strong expertise in player engagement mechanics, including tournaments, lotteries, jackpots, missions, quests, loyalty systems, and reward programs (required)
- Strong analytical mindset with the ability to evaluate business impact, calculate promo economics, and make data-driven decisions (required)
- Deep understanding of key gambling product metrics (MAU, DAU, LTV, ARPU, ARPPU, Retention Rate, GGR, NGR, Bonus Cost, etc.) (required)
- Experience designing and evaluating A/B tests and building a culture of experimentation (required)
- Strong understanding of player segmentation, behavioral analytics, and customer lifecycle management (required)
- Experience prioritizing roadmaps and managing multiple concurrent initiatives across several products (required)
- Hands-on experience with BI and analytics tools (Tableau, Power BI, Looker Studio, or similar) (required)
- Experience hiring, developing, and managing high-performing teams (nice-to-have)
- Excellent stakeholder management, communication, and presentation skills (required)
- Strong leadership and people management skills (required)
- Excellent communication and stakeholder management abilities (required)
- Strategic and systems thinking (required)
- Data-driven mindset with strong problem-solving skills (required)
- Decision-making under uncertainty and changing priorities (required)
- Ownership and accountability for team and business results (required)
- Strong planning, prioritization, and organisational skills (required)
- Coaching and mentoring mindset with a focus on team development (required)
- Ability to influence cross-functional teams without direct authority (required)
- An exciting and challenging job in a fast-growing business group.
- Opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance and more.
- Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset.
- Beautiful offices in Warsaw, Limassol, Kyiv, Almaty, Yerevan; work remotely or on-site with comfort and enjoy the opportunity to build a network of connections with professionals day by day.
- Modern corporate equipment based on macOS or Windows and additional equipment are provided.
- Paid vacations, sick leave, personal events days, days off.
- Corporate health insurance programme for your well-being.
- Referral programme: enjoy cooperation with your colleagues and get the bonus.
- Educational programmes: regular internal training sessions, compensation for external education, attendance of specialized global conferences.
- Rewards programme for mentoring and coaching colleagues.
- Free internal English courses.
- Yoga classes to help you stay active and energized.
- In-house Travel Service.
- Multiple internal activities: online platform for employees with quests, gamification, presents and news, RedCore clubs for movie / book / pets lovers, special office days dedicated to holidays.
- Company events, team buildings.
PIN-UP Global is an international holding company that develops technologies, B2B solutions and products for the iGaming industry. Headquartered in Warsaw, the group brings together businesses spanning product development, technology and marketing services for online gaming. It supports a portfolio of companies and brands operating across multiple markets. PIN-UP Global focuses on building advanced technology and products for the gambling sector.