AI CRM & Retention Automation Lead

We are looking for an AI CRM & Retention Automation Lead to own the design, build, and scaling of a production-level AI-driven CRM system for player retention.

The role sits in the Revenue department and reports directly to the CRO.

This is not a classic CRM or campaign execution position. You will define the architecture, connect data, models, and tools into a working system, and move the CRM team from manual campaign building to AI-supervised personalization.

What you will do in the first 3–6 months

• Month 1: Audit current CRM setup, Customer.io usage, data flows, segmentation, churn models, and integrations. Deliver a target architecture.
• Month 2–3: Launch an MVP flow: Player Data → Churn prediction → AI analysis → Offer recommendation → Customer.io campaign → Human approval.
• Month 3–4: Automate segmentation, timing, offer selection, campaign creation, and basic analytics.
• Month 4–6: Put an AI optimization loop into production (Campaign → Results → Analysis → Learning → New recommendation) and prepare the foundation for VIP/PAM AI.

Main outcome of the role
Not the number of campaigns sent. The KPI is how much of the CRM process we can automate while increasing the effectiveness of personalization. The CRM Manager should shift from building campaigns manually to acting as an AI CRM Supervisor who reviews recommendations, approves campaigns, and owns GEO results.