Team Leader (Reactivation & Retention)
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Job Description
Job Title: Team Leader Reactivation & Retention (iGaming)
Location: Dubai (Onsite)
Department: Customer Lifecycle Management
Employment Type: Full-time
Salary: AED/month
Joining: Immediate Joiners Preferred
About the Role:
We are seeking a proactive and experienced Team Leader to lead our Reactivation & Retention efforts in the iGaming sector. The ideal candidate must have a strong understanding of Indian online gaming platforms and player behavior with proven experience in managing performance-driven teams and implementing win-back strategies.
Key Responsibilities:
- Lead the Retention & Reactivation team to achieve daily KPIs and targets.
- Plan and execute strategies to re-engage churned or inactive players via calls SMS email and in-app chat.
- Monitor team performance and campaign conversion metrics; provide coaching and feedback.
- Ensure compliance with internal policies and responsible gaming standards.
- Train and guide agents on upselling cross-selling and customer engagement tactics.
- Maintain accurate records and feedback for continuous improvement.
- Work with BI and Product teams to optimize segmentation and personalization.
- Drive customer loyalty and boost player lifetime value.
Requirements:
- 24 years of iGaming retention/reactivation experience; at least 1 year in a team lead or senior role.
- Strong knowledge of Indian gaming platforms and player engagement tactics.
- Hands-on experience with CRM tools and multichannel outreach systems.
- Strong analytical skills and understanding of KPIs (churn ARPU LTV).
- Excellent leadership communication and coaching abilities.
- Available to join immediately in Dubai.
- Willing to work rotational shifts including weekends.
Preferred:
- Fluency in Hindi English and one or more regional Indian languages (e.g. Tamil Telugu Bengali Marathi).
- Experience with tools like Optimove Salesforce Freshdesk Zendesk.
- Exposure to international player bases (India Pakistan Bangladesh Nepal etc.).
Employment Type
Full Time
