Head of Player Engagement

About the Role

We are seeking a Head of Player Engagement based in the United Kingdom to lead and expand a dynamic player engagement division focused on boosting customer acquisition, retention, and long-term revenue growth. This role involves creating and managing a high-performing outbound team, devising innovative engagement strategies to attract new users, reactivate dormant players, and deepen customer loyalty.

Key Responsibilities

• Recruit, develop, and lead a skilled outbound player engagement team dedicated to increasing customer conversion, retention, and business revenue.
• Formulate and implement scalable strategies for player engagement that enhance acquisition, reactivation, and long-term customer lifetime value.
• Create and refine call scripts, engagement workflows, and sales procedures to elevate conversion outcomes.
• Lead through example by directly engaging with customers and providing ongoing coaching to team members.
• Track, evaluate, and enhance performance metrics such as first-time deposit conversion, reactivation statistics, customer satisfaction levels, contact rate, and revenue figures.
• Work collaboratively with CRM, marketing, operations, and customer service teams to improve engagement campaigns and overall customer experience.
• Generate reports on performance, commercial insights, and strategic proposals for senior leadership.
• Ensure all customer interactions adhere to company policies, regulatory standards, and maintain quality benchmarks while fostering a high-performance and cooperative team environment.

Candidate Requirements

• Demonstrable experience leading outbound sales, telesales, call center, or customer engagement teams with proven commercial achievements.
• Strong track record in recruiting, nurturing, and managing successful teams within goal-oriented environments.
• Hands-on sales expertise, capable of engaging customers directly and setting a leadership example.
• Exceptional leadership, coaching, mentoring, and people management capabilities.
• Commercially minded with experience enhancing conversion rates, customer interaction, and business outcomes.
• Analytically skilled, adept at utilizing KPIs, dashboards, reporting tools, and performance metrics to foster continuous enhancement.
• Excellent communication, organization, negotiation, and stakeholder engagement skills.
• Fluency in both written and spoken English is mandatory.
• Experience in related sectors such as iGaming, online gaming, sportsbook, digital entertainment, or other B2C customer-focused industries is preferred.
• Knowledge of CRM systems, customer lifecycle management, outbound dialer technologies, workforce management platforms, or additional European languages is advantageous.

Compensation and Benefits

• Annual salary ranging from €55,000 to €65,000, aligned with experience.
• Bonus scheme based on performance outcomes.
• Complete remote working flexibility, allowing work from any location within Europe.
• Chance to build and lead a newly established player engagement function with significant strategic impact.
• Substantial ownership, autonomy, and ability to influence business expansion.
• Prospects for career progression within a fast-expanding global organization.
• Supportive, ambitious, and collaborative remote work culture.
• Opportunity to collaborate with seasoned professionals operating in an innovative, results-driven environment.

Additional Information

This position is managed by a partner company handling all applications and subsequent stages. The recruitment process incorporates an AI-driven matching system to ensure rapid, unbiased evaluation of candidates against key criteria. Final hiring decisions rest with the employer. Applications will be processed in compliance with GDPR and other data protection regulations. AI tools may assist with resume and application review but do not substitute human decision-making.