Head of Player Engagement

Overview

This opportunity is presented on behalf of a partner company based in Ireland, seeking a Head of Player Engagement. The role involves leading the creation and scaling of an impactful player engagement division aimed at driving customer acquisition, retention, and sustained commercial growth. You will form and guide an efficient outbound sales team and craft strategies that attract new users, revive dormant players, and deepen customer bonds.

Key Responsibilities

• Recruit, manage, and inspire a high-achieving outbound player engagement team centered on customer conversion, retention, and driving revenue growth.
• Formulate and execute scalable strategies for player engagement to improve acquisition rates, reactivation of inactive players, and long-term customer value.
• Develop and refine call scripts, customer engagement journeys, and sales workflows to boost conversion metrics continuously.
• Lead by example through direct involvement in customer outbound communications, supporting and mentoring team members.
• Track, evaluate, and enhance critical performance indicators including first-time deposit conversion, reactivation statistics, customer satisfaction, contact frequencies, and revenue outcomes.
• Work closely with CRM, marketing, operations, and customer service teams to maximize engagement initiatives and enhance overall customer experience.
• Generate detailed performance reports, provide business insights, and offer strategic advice to senior leadership.
• Ensure customer communications adhere to internal policies, regulatory obligations, and quality benchmarks while nurturing a collaborative and high-performing team environment.

Role Requirements

• Extensive leadership experience in outbound sales, telesales, call center, or customer engagement environments with proven commercial achievements.
• Ability to recruit, nurture, and manage successful teams in high-target sales settings.
• Strong direct sales expertise with confidence to actively engage customers and lead from the front.
• Excellent capabilities in leadership, coaching, mentorship, and managing people.
• A strong commercial acumen aimed at boosting conversion ratios, customer engagement, and overall business results.
• Analytical mindset with experience utilizing KPIs, dashboards, reporting platforms, and metrics to fuel ongoing enhancements.
• Exceptional organizational, communication, negotiation, and stakeholder interaction skills.
• Fluent proficiency in English, both spoken and written.
• Experience within iGaming, online gaming, sportsbook, digital entertainment or similarly customer-centric B2C sectors is a plus.
• Knowledge of CRM software, customer lifecycle management, outbound dialers, workforce management tools, or additional European languages is advantageous.

Compensation & Benefits

• Competitive salary ranging from €55,000 to €65,000 annually, based on experience.
• Bonus schemes contingent on performance.
• Completely remote work setup allowing you to operate from anywhere within Europe.
• Unique chance to establish and steer a newly formed player engagement function with significant strategic input.
• High degree of ownership, autonomy, and a direct influence on the organization's expansion.
• Opportunities for career progression within a rapidly expanding international enterprise.
• Supportive, ambitious, and collaborative remote working culture.
• Work alongside experienced professionals in a cutting-edge, performance-oriented environment.

Additional Information

Applications are handled by the partner company who will manage subsequent stages including interviews and assessments. The recruitment process employs AI tools to ensure fair and objective candidate evaluation, although final hiring decisions rest with human personnel.

Applicants should note that personal data provided will be processed according to data protection laws such as GDPR, and rights to access, rectification, erasure, or objection can be exercised.