CRM & Retention Manager

About Us:

Playo is a leading global sports activity platform with over 5 million users across 5 countries, connecting players, venues, trainers, and brands in one full-stack ecosystem across 50+ sports. We operate at the intersection of consumer technology, social networking, marketplaces and real-world logistics, and are building a scalable, multi-vertical sports-tech venture with a focus on long-term sustainability and global growth.

The Opportunity:

Are you a dynamic and results-driven marketer with a passion for leveraging digital strategies to propel business growth We are seeking a CRM and Retention Manager to spearhead the execution of marketing automation campaigns and journeys to drive user activation and retention. If you excel in data-driven decision-making, thrive in a collaborative, fast-paced environment, and have a proven track record in executing successful CRM initiatives, this is just the place for you!

Roles and Responsibilities:

• Own lifecycle retention metrics. Be accountable for activation, repeat-booking rate, and reactivation of lapsed users, with targets agreed each quarter
• Build and run the lifecycle programme. Design automated journeys for each stage (onboarding, first booking, habit formation, at-risk, lapsed) across push, WhatsApp, SMS, email and in-app, using CleverTap
• Segment by value and behaviour. Build segments on LTV, sport, city, booking frequency and recency, and personalise content and offers for each one
• Prove incrementality. Run every major campaign against a holdout or control group, and report lift in bookings and GMV, not just opens and clicks
• Manage channel economics and user experience. Optimise cost per incremental booking across paid channels such as WhatsApp and SMS, and enforce frequency caps, quiet hours, and fatigue rules
• Experiment continuously. Keep a backlog of tests on timing, channel, copy, offers, and triggers, and turn the winners into default journeys
• Work across teams. Partner with product, data, and marketing on event tracking, in-app surfaces, and lifecycle insights that should shape the product roadmap
• Keep the stack and compliance in order. Maintain data hygiene, event quality, and DLT/DND compliance, and evaluate tools when the current stack becomes a constraint

Requirements:

• 2-4 years in CRM, lifecycle, or retention marketing, at a B2C consumer tech company at a similar or larger scale
• Has owned a retention or engagement metric (activation, repeat rate, churn, or reactivation) and can show measurable impact attributable to their programmes
• Has built and run multi-stage, multi-channel journeys hands-on in CleverTap or similar tools
• Comfortable pulling and analysing data independently with SQL or app analytics tools, and building cohort and segment analyses without relying on an analyst
• Writes sharp, concise copy and can present results and recommendations clearly to leadership

Next Steps:

Believe you have what it takes to join us on the playfield If so, drop us an email indicating CRM & Retention Manager in the subject line with your resume to [HIDDEN TEXT]. We would appreciate it if you could briefly articulate why you believe you are best suited for this role.