Head of Player Operations & Retention - Remote

About the Role

We are seeking a highly experienced Head of Player Operations & Retention to join Nexus International and lead our efforts in enhancing player lifecycle management and retention strategies. This remote position offers a unique opportunity to shape the future of our player engagement and operational excellence.

What You'll Do

• Develop and lead the end-to-end player lifecycle strategy, focusing on retention and engagement.
• Oversee segmentation frameworks across acquisition, activation, retention, and reactivation.
• Optimize CRM mechanics across all channels including email, push notifications, SMS, and in-app messaging.
• Drive improvements in player lifetime value (LTV) and monitor retention KPIs across various player cohorts.
• Design bonus and promotional structures that align with margin objectives.
• Implement structured retention incentives for high-value players while aligning VIP strategy with risk controls.
• Work closely with Risk, Trading, Fraud, and Product teams to improve internal reporting and tracking.
• Build and lead a high-performing CRM and player operations team.

Requirements

• 8–12+ years of experience in iGaming retention, CRM, or player operations.
• Proven track record in a Tier-1 sportsbook or casino operator.
• Deep understanding of player segmentation, behavioral triggers, and bonus optimization.
• Strong analytical mindset with a focus on commercial outcomes.
• Experience operating in high-growth or multi-market environments.

Nice to Have

• Experience with CRM systems and automation platforms.
• Strong leadership capabilities and operational structure.

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 assistance to our main office (to be discussed).