Sr Retention Manager


Sr Retention Manager


About Kindred

Kindred Group is a digital entertainment pioneer bringing together nine successful online gambling brands, forming one of the largest online gambling groups in the world. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% revenue is derived from harmful gambling.

Our global team of more than 2000 people represents 60+ nationalities. When you join Kindred, you'll be part of a collaborative, diverse and inclusive team that has your best interest at heart. We are a trusting company that knows the value of a healthy work-life balance. We offer a wide range of benefits, along with an award-winning all-employee share program, which is a great opportunity to share in the company's success.


The role 

We are focussed on driving double digit growth via market and customer relevant communications and incentives. Your key focus is the sustainable growth of existing customers within the Unibet States, by delivering multi-channel customer communication and reward strategies.  

We are looking for people that will live and breathe the KPIs and revenue growth targets for their markets, constantly think about new initiatives and ensure the end-to-end delivery of the campaigns they own.  

What you will do 

  • Develop and oversee the development of a comprehensive customer communication and reward strategy tailored to the brand, product and market. 
  • Ideating, developing and seeking growth opportunities within the market across all products. 
  • Lead on-going segmentation of the customer base to identify insights and target customer segments with specific campaigns. 
  • Responsible for ensuring all customer communication and rewards offered rewards are compliant with all appropriate legislations. 
  • Provide necessary information to relevant stakeholders about their bonus spend at any time and its split by various categories. 
  • Develop campaigns based on specific customer profile, behavioural or events and continually optimise through a test and learn approach. 
  • Develop and deliver local, personalised and targeted campaigns using relevant customer channels such as onsite messaging, email, SMS, push notifications etc. 
  • Know the numbers – check KPIs daily, find actionable information and insight, respond appropriately to trends, know and share campaign results. 
  • Work closely with Retention Specialist to ensure the on-site campaign elements are enhancing campaign effectiveness. 
  • Budget and planning: Ensure campaigns are planned with expected volumes, response rates, costs, ROI and success criteria so they can be assessed accurately. 
  • Work closely with the market team to understand commercial context, competitor activity, regulatory limits and consumer trends. 
  • Optimise through a test and learn approach. All initiatives should have experimentation built in which means having a testable hypothesis, versions to test and a learnable outcome. 
  • Measure uplift. We need to know if campaigns had a positive impact how positive it was so we can focus on creating value. 
  • Offer a holistic customer perspective by understanding the ins and outs of the customer base, identify opportunities and develop strategies to ensure objectives are met. 
  • Analyse historical revenue performance and forecast future program reference. 
  • Conduct customer and competitor analysis and provide insights of threats and opportunities. 
  • Ensure that we adhere to all the regulatory requirements and remain compliant with all our communication. 


  • Growth mindset: This means speed to delivery and value. Fail and learn fast. Find new opportunities in the numbers, results, competitors. 
  • Support the team: we need people who can and will jump into the breach where required to support their colleagues. 
  • Pride in delivery:  care about when gets delivered in terms of quality, effectiveness and accuracy 
  • Measurement focussed: Wake up every day wanting to understand campaign, market and company performance 
  • Have ambition: we want to work hard, move fast, challenge convention and drive real, measurable growth  
  • Have fun: we want this to be a great place to work, with common purpose, mutual support and exciting opportunities. 

Your experience 

  • Strategic business and product planning  
  • Previous experience in retention, CRM and/or marketing role with a proven track record of being able to implement strategy based on an understanding of the customer needs, local habits, and customer profile. 
  • Experience within the online gambling industry is not mandatory but is an advantage but you have the drive to understand our products and customers inside-out.  
  • Experience working with cross-functional teams and the ability to work across international markets and with regional stakeholders 
  • At least 4 years of experience driving excellent cross-channel customer experiences. 
  • Experience working with different martech stacks. 
  • Core skill set in analytics, actionable insight and statistics. 
  • Superb presentation skills 
  • Budget management and planning. 
  • Drives for execution excellence. 
  • Organisation, structure and efficient workflow orientate. 



Our Way Of Working

Our world is hybrid.

A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.

Application Process

Click on the “Apply Now” button and complete the short web form. Please add your CV and covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon. Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, ages, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework. Kindred has an ESG rating of AAA by MCSI.




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Unibet (Interactive), 55 Broad Street, 13th Floor, Manhattan, New York, USA, NY 10004


Well-being allowance
Learning and development opportunities
Inclusion networks
Charity days
Long service awards
Private medical insurance
Life assurance and income protection
Employee Assistance Programme

Meet the recruiter

Jennifer Salas

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