Ludicrum

Join our team as a Retention Manager! 
This job opening is available within Southeast Asia only. 
Who we are? Ludicrum offers an array of services and a personalized approach to every business, blending creativity with technology to deliver world-class experiences. From marketing and product development to customer support and financial reporting, our teams are changing the game. Our vision is to create ultra-intuitive and engaging platforms to fuel growth through strategic partnerships and market expansion. 
Our success is driven by core values deeply embedded in our culture. We believe in transparency, always being clear, open, and honest. We are goal-focused, relentlessly pursuing our targets. Adaptability is key: we embrace change and use it to excel. Kaizen guides us, as we continuously improve, test, and refine. 
With a dynamic and collaborative culture and fast career growth, our 250+ global team thrives! 
In a nutshell The Retention Manager leads and develops the Retention &amp; CRM team while translating the Head of Retention’s strategic direction into effective tactical execution. This includes overseeing automated lifecycle journeys, churn prediction models, the VIP program, seasonal campaigns, cross-team collaboration, KPI tracking, and ensuring strong ROI on all retention activities. 
The responsibilities &amp; the impact YOU will have:
Team leadership and development
<ul>
<li>Lead, mentor, and develop the Retention &amp; CRM team.</li>
<li>Conduct efficient and systematic employee performance evaluations and provide regular feedback.</li>
<li>Coordinate team composition and efforts, ensuring we have the right people in the right positions.</li>
<li>Fostering a culture of accountability and ownership by serving as an example.</li>
<li>Delegating responsibilities and handling administrative tasks as needed (approving vacations, salary raise requests, team budgets).</li>
<li>Set clear goals and KPIs for direct reports, and ensure their high performance and professional growth.</li>
</ul>
Automated Lifecycle Strategies
<ul>
<li>Translate Head of Retention’s strategic direction into detailed, automated post-FTD lifecycle journeys.</li>
<li>Ensure all lifecycle campaigns are scalable, highly personalized, data-driven, and continuously tested and optimized for performance.</li>
</ul>
Churn Prediction Models
<ul>
<li>Work with the Head of Retention and Data Science teams to implement and maintain churn prediction models.</li>
<li>Translate churn signals and model outputs into automated retention actions, segments, and incentive strategies.</li>
<li>Monitor churn drivers on an ongoing basis and proactively suggest improvements to prediction logic and intervention tactics.</li>
</ul>
VIP System
<ul>
<li>Execute and optimize the VIP system strategy as defined by the Head of Retention, including tiers, qualification rules, benefits, and rewards structure.</li>
<li>Collaborate closely with Support, Account Management, Product, and Payments teams to ensure a consistent and high-quality VIP experience.</li>
<li>Proactively monitor and reduce churn of high-value players through targeted retention activities.</li>
</ul>
Seasonal &amp; Event Campaigns
<ul>
<li>Plan and execute seasonal, local, and event-based retention campaigns in alignment with the overall retention strategy.</li>
<li>Coordinate campaigns with sports calendars, major game launches, payment promotions, and local market nuances.</li>
<li>Ensure all event and seasonal campaigns support long-term lifecycle goals and player loyalty, rather than focusing solely on short-term activity or revenue.</li>
</ul>
Cross-Team Collaboration &amp; Reporting
<ul>
<li>Build strong product knowledge through close collaboration with Product, Tech, Payments, and Customer Support.</li>
<li>Represent retention needs in product and feature discussions.</li>
<li>Track retention, churn, and VIP KPIs and report performance to the CMO.</li>
<li>Track and request quarterly budgets and make sure the ROI is positive.</li>
</ul>

All you need is...
<ul>
<li>Fluency in English</li>
<li>At least 5 years of experience in non-regulated markets</li>
<li>At least 3 years of experience as a Retention Manager or similar leading roles</li>
<li>Proven experience managing teams, setting their goals and KPIs while giving back constructive career management feedback</li>
<li>Proven experience leading at a strategic level, ensuring daily operations and meaningful impact of team efforts on revenue</li>
<li>Keen eye for continuous improvement and ability to translate ideas into meaningful actions, driving them through execution and delivery</li>
<li>Ability to adapt quickly to new goals and challenges in a fast-paced environment</li>
</ul>

Why You’ll love working here:
<ul>
<li>Flexible and Remote Working: Work from anywhere, supporting your work-life balance.</li>
<li>Equipment provided: We’ll set you up with a laptop, headphones, and mouse so you’re ready to work comfortably.</li>
<li>Career Growth: We’re committed to your development, offering training and advancement opportunities.</li>
<li>Performance Recognition: Earn raises and career progression opportunities based on a quarterly performance review and a constructive feedback cycle.</li>
<li>Health and Fitness Benefits: Receive fitness reimbursements from day one, and after one year of employment, gain access to a health budget to support your well-being.</li>
<li>Self Development Budget: Invest in your growth through online courses and professional learning opportunities.</li>
<li>Extra Paid Annual Leave: Enjoy 22 days of vacation, with an additional day added for each year of employment, up to a maximum of 26 days.</li>
<li>Special Birthday Perk: Take your birthday off after a year of employment to celebrate!</li>
</ul>

We are not just offering a job; we offer the chance to be part of something bigger. Apply today! Submit your resume in English and join us in creating unforgettable experiences. We can’t wait to hear from you!

This job is a Retention Manager role focused on keeping customers happy and engaged in Southeast Asia. You might like this job because it offers flexible remote work, great perks, and the chance to lead a dynamic team in a creative environment.

Kerja ini adalah sebagai Pengurus Pengekalan yang memimpin pasukan untuk memastikan pelanggan kekal setia. Anda mungkin berminat dengan kerja ini kerana ia menawarkan peluang untuk memimpin, membangunkan strategi, dan memberi impak besar kepada perniagaan, sambil bekerja dalam persekitaran yang fleksibel dan berkembang.

Customer Retention

Customer Relationship Management

Data Analysis

Business Strategies

Team Leadership

Process Improvement

English Language

Customer Lifecycle Management

Join our team as a Retention Manager!

This job opening is available within Southeast Asia only.

Who we are?
Ludicrum offers an array of services and a personalized approach to every business, blending creativity with technology to deliver world-class experiences. From marketing and product development to customer support and financial reporting, our teams are changing the game. Our vision is to create ultra-intuitive and engaging platforms to fuel growth through strategic partnerships and m...

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