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Team Lead

2 months ago

Goa, India Deltatech Gaming Limited Full time

Hiring

Job Title: Team Lead (Outbound)

Location: Panaji, Goa

Job Type: Full-Time


Job Summary:

The Team Lead will be responsible for overseeing and managing a team focused on re-engaging

dormant or lapsed customers and improving retention rates for existing players. This role involves

strategizing, implementing campaigns, and leading the team to drive player retention, reactivation,

and loyalty. The ideal candidate will have a solid background in customer retention strategies,

excellent leadership skills, and a passion for poker and online gaming.


Key Responsibilities:

1. Team Leadership & Management: Lead, mentor, and develop a team of customer retention

specialists to drive engagement, reactivation, and loyalty initiatives. Ensure that the team

meets KPIs and performance targets.

2. Reactivation Campaigns: Develop and execute targeted reactivation campaigns to re-engage

inactive customers, using personalized email, SMS, and phone outreach. Analyze customer

behavior to identify opportunities for re-engagement.

3. Retention Strategies: Design and implement strategies to improve player retention, increase

lifetime value, and reduce churn by identifying and addressing key pain points in the

customer journey.

4. Customer Segmentation: Use customer data to segment the player base into specific

categories (e.g., high rollers, casual players, lapsed users) and create tailored retention

strategies for each group.

5. Data-Driven Insights: Monitor key retention and reactivation metrics, analyze trends, and

provide insights to senior management. Use data to continuously optimize campaigns and

strategies.

6. Personalized Communication: Lead the team in creating personalized messages and offers

that resonate with players based on their behavior, preferences, and past activity.

7. Collaboration with Marketing & Product Teams: Work closely with the marketing,

promotions, and product teams to ensure that retention and reactivation initiatives are

aligned with the overall company strategy. Provide feedback on customer preferences and

trends.

8. Customer Feedback: Gather customer feedback through surveys, calls, and other methods

to understand their reasons for inactivity or dissatisfaction. Use this information to improve

products, services, and customer experience.

9. Player Engagement Initiatives: Oversee the creation and implementation of engaging

content, loyalty programs, and exclusive offers to enhance the customer experience and

encourage long-term play.

10. Reporting & Analytics: Prepare and present regular reports on team performance, retention

rates, reactivation success, and customer feedback to senior management. Use data to make

informed decisions and improve strategies.

11. Compliance & Risk Management: Ensure that all reactivation and retention activities comply

with industry regulations, company policies, and responsible gaming practices.


Qualifications:

 Education: Bachelor’s degree in Marketing, Business Administration, or a related field.

 Experience:

o Minimum of 4 years’ experience in customer retention, reactivation, or a similar role

in the online gaming or poker industry.

o Proven track record of successfully leading teams and driving customer retention

strategies.

Skills:

o Strong leadership and team management skills.

o In-depth knowledge of customer retention strategies, loyalty programs, and

reactivation techniques.

o Excellent communication and interpersonal skills.

o Analytical mindset with the ability to interpret customer data and generate

actionable insights.

o Proficiency in CRM software, email marketing platforms, and data analysis tools.

o Strong understanding of poker and the online gaming industry.


Preferred Traits:

 Creative thinker with a passion for customer engagement and retention.

 Proactive and results-driven with a focus on improving key performance metrics.

 Ability to work in a fast-paced and evolving environment.

 A deep understanding of player behavior, especially in the context of online poker.

 Strong understanding of responsible gaming and compliance in the gaming industry.


Benefits:

 Competitive salary

 Health and wellness benefits

 Paid time off

 Opportunities for career growth and development

 A dynamic and collaborative work environment in a rapidly growing industry


This role is ideal for a motivated leader with a passion for poker and customer engagement, looking

to make a significant impact in a fast-paced, data-driven environment.

If you are eager to lead a team to success and help build lasting relationships with players, we

encourage you to apply