Team Lead

2 weeks 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

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