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Yuliia Kosakivska

@yuliiakosakivska

CRM Team Lead at Risk.inc who scaled a CRM team and increased crypto deposits by 10%.

At Risk.inc, I moved from CRM & Retention Manager to CRM Team Lead in six months. I implemented an AI tool that freed about 20% of each manager’s working time from routine tasks.

I built and scaled a CRM automation framework across crypto and fiat projects, increasing customer engagement and crypto deposits by 10%, while improving reactivation rates by 5–7% quarter over quarter. I also led a team of 3 to 11 CRM specialists and owned team KPIs, CRM strategy and roadmap.

Across my roles at ProGaming Software, Loft and Pin-Up.Global, I created quality and communication processes, developed targeted content and promotions, and hired 25 specialists within three months. My experience spans CRM and retention, recruitment, quality control and community management in iGaming.

Experience

Work history, roles, and key accomplishments

CRM Team Lead

Risk.inc

Aug 2025 - Nov 2026 (1 year 3 months)

Led a team of 3 to 11 CRM specialists across crypto and fiat projects, owning team KPIs and CRM strategy. Implemented an AI tool that freed about 20% of each manager's working time and built a CRM automation framework that improved team output and increased customer engagement.

Customer.io GR8 Tech Tableau Looker Excel Google Sheets Claude Gemini ChatGpt Jira Asana Figma AI Tools CRM Automation Team Leadership KPI Management

CRM & Retention Manager

Risk.inc

Feb 2025 - Aug 2025 (6 months)

Implemented automation that improved key retention metrics, reduced resourcing needs, and increased customer engagement. Owned retention KPIs and built CRM process frameworks and customer journeys for FTDs, VIPs, and inactive users.

Customer.io GR8 Tech Tableau Looker Excel Google Sheets Jira Asana Figma CRM Automation Retention Strategy Customer Journey Email Marketing Push Notifications In App Messaging SMS

Community Manager

Loft

Aug 2024 - Feb 2025 (6 months)

Launched a new WhatsApp communication channel with targeted campaigns and promotions that drove player engagement and retention. Created content for Telegram and WhatsApp channels and designed promotions to attract and reactivate players by audience segment.

Community Management WhatsApp Telegram Content Creation Campaign Management Player Engagement Retention Segmentation

Quality Manager

ProGaming Software

Feb 2024 - Feb 2025 (1 year)

Created a Quality Map adopted by three additional departments, standardizing processes and raising quality benchmarks. Developed personalized content strategies for partners, driving a significant increase in retention and reactivation rates.

Quality Management Process Standardization Content Strategy Retention Reactivation Performance Analysis Reporting Cross Functional Collaboration

Recruiter

Pin-Up.Global

Mar 2020 - Feb 2024 (3 years 11 months)

Built a Quality Map from scratch for a newly established department, successfully launching the function. Hired 25 specialists within three months, all of whom successfully completed training and onboarding.

Recruitment Full cycle Recruitment Onboarding Mentorship Quality Control Technical Support Training