Job description

About the Role

We are seeking a Head of Player Engagement based in Germany to lead and expand a new player engagement division focused on driving acquisition, retention, and long-term revenue. This leadership role combines strategic vision with hands-on execution, building and managing a high-performing outbound team dedicated to converting new users, reactivating dormant players, and fostering lasting customer relationships. You will work closely with various departments to deliver engaging experiences and measurable growth within a dynamic, fully remote environment.

Key Responsibilities

Recruit, develop, and manage an outbound player engagement team focused on boosting customer conversion, retention, and revenue.
Create and implement scalable strategies to enhance player acquisition, reactivation, and lifetime value.
Design and continually refine call scripts, engagement workflows, and sales processes to maximize effectiveness.
Lead by example through active involvement in customer outreach and providing coaching to team members.
Track, analyze, and enhance key performance indicators such as first-time deposit conversions, reactivation rates, satisfaction levels, contact rates, and revenue output.
Collaborate with CRM, marketing, operations, and customer service to optimize engagement tactics and customer journeys.
Generate performance analyses and strategic recommendations for senior leadership.
Ensure all customer interactions comply with internal policies, regulatory standards, and quality measures while nurturing a culture of high performance and teamwork.

Candidate Requirements

Proven leadership experience in outbound sales, telesales, call center, or customer engagement teams with demonstrated commercial achievements.
Strong aptitude for building and managing results-oriented teams in a target-driven setting.
Hands-on sales expertise with the ability to engage directly with customers and mentor peers.
Exceptional skills in leadership, coaching, mentoring, and team management.
Commercially savvy, experienced in driving improvements in conversion, engagement, and overall business metrics.
Analytical mindset adept at leveraging KPIs, dashboards, and reporting tools to fuel continuous progress.
Excellent organization, communication, negotiation, and stakeholder engagement capabilities.
Fluent English in both written and spoken forms.
Preferred experience in iGaming, online gaming, sportsbook, digital entertainment, or other B2C client-centric industries.
Knowledge of CRM software, customer lifecycle management, outbound dialers, workforce management tools, or additional European languages is advantageous.

Compensation and Benefits

Competitive yearly salary ranging from €55,000 to €65,000, depending on experience.
Performance-driven bonus opportunities.
Fully remote position allowing work from any location within Europe.
Opportunity to architect and spearhead a brand-new player engagement function with substantial strategic influence.
High degree of autonomy, ownership, and direct contribution to organizational growth.
Prospects for career advancement in a fast-expanding international company.
A collaborative, ambitious, and supportive remote work culture.
Work alongside seasoned professionals within a forward-thinking, performance-oriented environment.

Additional Information

This vacancy is offered on behalf of a partner company responsible for all application processing and subsequent hiring stages. The selection process is supported by an AI-driven matching system to ensure efficient and unbiased evaluation of candidates according to core role requirements. The final hiring choices and interview arrangements are managed internally by the partner organisation.

Data Privacy and AI Use: By applying, candidates consent to data handling aligned with GDPR and other applicable regulations, including use of AI tools to assist with resume review and application analysis. Human judgment remains the deciding factor in hiring decisions.

Head of Player Engagement