Head of Player Operations & Retention

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Company Overview

Nexus International Entertainment OU is the international operator behind the Spartans online gambling brand. As Spartans continues to scale across markets, we are focused on strengthening player lifecycle management, retention strategy, and operational excellence.

We are seeking a highly experienced Head of Player Operations & Retention to lead CRM strategy, player segmentation, engagement mechanics, and long-term value optimisation.

This is a senior leadership role with direct impact on revenue quality and player sustainability.

Role Overview

The Head of Player Operations & Retention will be responsible for designing and executing a structured, data-led retention framework across the Spartans brand.

The role requires deep expertise in player lifecycle optimisation, segmentation strategy, VIP management, bonus efficiency, and cross-functional operational alignment.

This position reports directly to senior leadership and plays a critical role in revenue growth and player longevity.

Key Responsibilities

Player Lifecycle & CRM Strategy

• Develop and lead the end-to-end player lifecycle strategy
• Oversee segmentation frameworks across acquisition, activation, retention, and reactivation
• Optimise CRM mechanics across all channels (email, push, SMS, in-app)
• Improve conversion from registration to first deposit and beyond

Retention & Revenue Quality

• Drive improvements in player lifetime value (LTV)
• Design bonus and promotional structures aligned with margin objectives
• Monitor and improve retention KPIs across cohorts
• Balance growth with sustainability and responsible engagement

VIP & High-Value Player Strategy

• Oversee VIP segmentation and management structure
• Implement structured retention incentives for high-value players
• Align VIP strategy with risk controls and margin protection

Operational Excellence

• Work closely with Risk, Trading, Fraud, and Product teams
• Improve internal reporting, tracking, and cohort analysis
• Implement structured performance metrics across the retention function
• Build and lead a high-performing CRM and player operations team

Candidate Requirements

• 8–12+ years experience in iGaming retention, CRM, or player operations
• Previous experience in a Tier-1 sportsbook or casino operator
• Proven track record increasing LTV and improving retention metrics
• Deep understanding of:
• Player segmentation and behavioural triggers
• Bonus optimisation and margin alignment
• VIP strategy and lifecycle modelling
• CRM systems and automation platforms
• Strong analytical and commercially driven mindset
• Experience operating in high-growth or multi-market environments

Personal Profile

• Data-driven decision maker
• Commercially astute
• Operationally structured
• Strong leadership capability
• Able to align growth with profitability

What We Offer

• Performance incentives linked to revenue and retention performance
• Strategic influence within a scaling international operator
• Opportunity to build and shape the retention function at scale
• Relocation to our main office [To be discussed]

Apply here 👉 Head of Player Operations & Retention