Team Leader (Reactivation & Retention)

Job Title: Team Leader – Reactivation & Retention (iGaming)

Location: Dubai (Onsite)

Department: Customer Lifecycle Management

Employment Type: Full-time

Salary: AED 2000 – 2200/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:

• 2–4 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.).