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    Retention Manager

    Negotiable
    Rwanda
    Full
    Remote
    Work experience
    3 years 9 months
    Last work experience

    WinWin partners

    Vip account manger
    1 year 4 months

    About

    About
    Results-driven iGaming CRM and Retention Specialist with strong expertise in VIP management, Customer Experience (CX), and multi-brand retention strategies. I manage portfolios of 500+ players and engage 180+ users daily, driving retention, reactivation, and long-term value. I have successfully generated €100K–€150K revenue from active player segments while maintaining CSAT at 96% and EQS between 9.7–9.8. Strong track record in reactivation strategies, achieving a 33%+ reactivation rate (100+ reactivated players from a pool of 300 inactive users), directly contributing to engagement and revenue growth. Skilled in CRM tools, Power BI analytics, and high-volume customer engagement, I focus on maximizing player lifecycle value (LTV), GGR/NGR, and business performance. Open to international opportunities in iGaming

    Affiliate experience

    Tier-3

    Work experience
    3 years 9 months

    July 2025 - to date
    (1 year 4 months)
    WinWin partners
    Vip account manger
    Managed a portfolio of 500+ VIP players Engaged 180+ players daily via chat and calls Generated €100K–€150K revenue Delivered €5K GGR / €4.7K NGR within 30 days on a single player Reactivated 100+ inactive players from a pool of 300 (33%+ reactivation rate) Implemented targeted campaigns to maximize engagement and LTV Led web testing initiatives to improve platform performance and user experience Identified and reported bugs, contributing to smoother user journeys and reduced issues Collaborated with product/tech teams to enhance platform quality
    August 2024 - to date
    (2 years 3 months)
    Company under NDA
    Retention specialist
    Dedicated and results-oriented customer retention operator with a proven track record of resolving customer issues and maintaining strong customer relationships. Skilled in active listening, problem-solving, and effective communication.
    February 2023 - to date
    (3 years 9 months)
    betPawa
    Customer support
    Documented customer interactions and maintained detailed records using customer relationship management (CRM) software. Assisted in training new customer support representatives, sharing best practices and techniques for efficient and effective customer service Support over 200+ players via live chats ,calls, while maintaining CSAT at 96% and EQS between 9.7–9.8. 15 min fo resolution time

    Skills

    No data available

    Language proficiency

    Intermediate English
    Native French

    Employment

    Employment
    Full
    Work format
    Remote
    Work schedule
    Flexible
    Relocation
    Possible
    Business trips
    Business trips possible