Own and manage the MiFinity loyalty programme, including customer segmentation, offer strategy, reward mechanics, reporting, and continuous improvement.
Build and execute targeted retention campaigns using CRM and marketing automation platforms (e.g., CleverTap).
Monitor and improve performance across the entire customer lifecycle, from onboarding to lapsed user reactivation.
Work with internal teams to optimise product-led engagement strategies, including new retention initiative projects.
Coordinate with the data team to track KPIs, build dashboards, and identify customer trends.
Test and iterate retention tactics to maximise user engagement, deposits, and eWallet activity.
Support A/B testing, dynamic content, and personalised offers to improve outcomes.
Liaise with compliance, product and customer service teams to ensure all campaigns meet required standards.

3+ years in a retention, CRM, or lifecycle marketing role.
Experience with marketing automation tools and CRM platforms (e.g., CleverTap, Braze, Hubspot).
Strong analytical skills and experience working with data to drive marketing decisions.
Excellent communication skills and ability to work cross-functionally.
Strong understanding of loyalty programmes and customer retention strategies.
Experience in fintech, payments, or iGaming preferred.

Senior Loyalty and Retention Manager

Key skills