Retention Specialist

About Sway

Sway is the new wave of iGaming innovation. A bold, full-service B2B powerhouse built to shake up the Casino and Sportsbook landscape. We don’t just support operators, we ignite them. From marketing and player acquisition to retention and VIP management, Sway delivers end-to-end strategies that fuel growth, loyalty, and performance. With a team of specialists and an unapologetically fresh approach, Sway is where bold ideas meet next-level execution.

Role Overview

The CRM Retention Specialist will support the CRM Manager in executing and optimising multi-channel retention campaigns across our brands and markets. This is a hands‑on, entry‑to‑mid‑level position ideal for someone eager to develop within CRM and customer lifecycle marketing. You’ll play an active role in ensuring our campaigns run smoothly - from execution and testing to performance insights - while learning the strategic foundations of segmentation, automation, and player engagement.

Key Responsibilities

• Assist in the planning and delivery of CRM retention campaigns across email, SMS, onsite messaging, and push notifications.
• Execute customer segmentation and scheduling within the CRM platform to support lifecycle communications.
• Collaborate with marketing, design, and product teams to ensure messages align with brand tone and compliance guidelines.
• Conduct A/B testing and analyse campaign results to support continuous improvement.
• Monitor campaign performance and track KPIs including retention, reactivation, and engagement metrics.
• Maintain and update promotional calendars, campaign workflows, and player journeys.
• Support the setup and quality assurance of automated campaign flows.
• Work with the CRM Manager to identify opportunities to enhance customer retention, loyalty, and lifetime value.

Skills & Experience

• 1‑2 years’ experience in CRM, digital marketing, or customer retention (preferably within the iGaming, eCommerce, or tech sector).
• Understanding of CRM tools and email marketing platforms.
• Strong attention to detail and willingness to learn analytics, segmentation, and automation tools.
• Enthusiasm for data‑driven marketing and customer engagement.
• Excellent written and verbal communication skills in English.
• Organised, proactive, and collaborative approach to teamwork.

What We Offer

• A key role within a fast‑moving iGaming brand backed by an established group
• Open, creative environment with the autonomy to experiment and innovate
• Clear opportunities to grow as the company scales
• Competitive salary package and growth opportunities within the Traffic Label Group network
• Flexible working hours built on trust and autonomy, supporting a healthy work‑life balance
• Option to work remotely at times during the year, in line with company policy
• Regular team events, outings, and celebrations
• Collaborative culture that values input from across teams