Head of Retention

About Us

KingMakers is a proudly African company shaping the future of sports and iGaming entertainment across the continent.

Since 2018, we’ve been building platforms — including BetKing and SuperSportBet — that bring millions of fans closer to the excitement of play through technology, integrity, and innovation.

Operating across markets such as Nigeria and South Africa, we’re part of a new generation of African businesses redefining what quality, trust, and entertainment look like in our industry.

Our vision is clear : to be the home where Africa plays. At KingMakers, we move fast, stay curious, and hold ourselves to high standards of performance and accountability. We believe great products don’t just entertain — they build connection, opportunity, and pride across the communities we serve.

About the Role

The Head of Retention is a senior strategic role responsible for defining and executing the group’s retention strategy across all active markets. Reporting to the Chief Commercial Officer , this position owns how we retain, engage, and grow our customer base - ensuring that all lifecycle, promotional, and engagement activities deliver measurable business outcomes.

You will lead a multi-country team of four senior managers, across Sports, Gaming, VIP, and Customer Value, aligning their verticals under a single retention vision. Your focus will be to ensure coherence, shared frameworks, and measurable impact across these disciplines.

You’ll act as the main link between Marketing, Product, Trading, and Analytics , ensuring our retention efforts are data-led, commercially disciplined, and consistent across markets .

The scope covers the full customer lifecycle : from onboarding and early engagement to long-term loyalty and reactivation. You’ll set the direction, frameworks, and standards for how retention is planned, measured, and executed — balancing group strategy with local market nuances.

This is not an operational CRM position. It requires a strategic leader who can translate data and insight into action, influence cross-functional priorities, and develop managers to deliver through their own teams.

The role is central to how KingMakers builds sustainable growth, improving customer lifetime value, optimising promotional spend, and ensuring our retention strategy aligns with both market realities and long-term business goals.

Key Responsibilities

• Retention Strategy : Define and lead the group-wide retention strategy; set measurable goals (CRR, reactivation, ARPU / LTV) and own delivery of results across all markets and verticals (Sports, Gaming, VIP, Customer Value). Ensure retention directly contributes to commercial growth and profitability targets.
• Lifecycle Frameworks : Design and govern lifecycle models for onboarding, engagement, churn prevention, and reactivation. Standardise key processes while empowering local teams to adapt for market-specific realities and customer behaviour.
• Promotions & Bonusing Governance : Set strategic principles and guardrails for promotions and bonuses across products; ensure initiatives are ROI-positive, compliant, and consistent with our customer value strategy. Promote disciplined experimentation and post-campaign analysis to improve long-term effectiveness.
• Data-Led Decision Making : Partner closely with Analytics to define success metrics, experimentation frameworks, and data visibility; drive an insight-driven culture where decisions are based on evidence and commercial impact, not assumptions.
• Cross-Functional Collaboration : Act as the main link between Marketing, Product, Trading, and Analytics to ensure alignment between player experience, product priorities, and commercial outcomes. Represent Retention in strategic planning and performance discussions across departments.
• Leadership of Managers : Lead and coach a distributed team of senior managers; build clarity, cohesion, and accountability across verticals. Strengthen decision-making, capability, and leadership maturity within the Retention organisation.
• Budget & Performance Management : Own retention and promotional budgets; ensure investments are allocated effectively and deliver measurable returns. Maintain financial discipline while driving innovation and testing.
• Market & Platform Understanding : Apply deep market and platform knowledge to tailor strategies across different products, customer segments, and regulatory environments. Anticipate emerging trends in customer behaviour and adjust retention models accordingly.

You combine strategic thinking, analytical depth, and leadership maturity. You understand how retention drives business performance, and you know how to align people, data, and decisions to deliver results across markets.

Qualifications & Experience

Core Competencies

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