Team Leader (Reactivation & Retention)
Qureos
Date: 6 hours ago
City: Dubai
Contract type: Full time
Job Title: Team Leader – Reactivation & Retention (iGaming)
Location: Dubai (Onsite)
Department: Customer Lifecycle Management
Employment Type: Full-time
Salary: AED 2000 – 2200/month
Joining: Immediate Joiners Preferred
About The Role
We are seeking a proactive and experienced Team Leader to lead our Reactivation & Retention efforts in the iGaming sector. The ideal candidate must have a strong understanding of Indian online gaming platforms and player behavior, with proven experience in managing performance-driven teams and implementing win-back strategies.
Key Responsibilities
Location: Dubai (Onsite)
Department: Customer Lifecycle Management
Employment Type: Full-time
Salary: AED 2000 – 2200/month
Joining: Immediate Joiners Preferred
About The Role
We are seeking a proactive and experienced Team Leader to lead our Reactivation & Retention efforts in the iGaming sector. The ideal candidate must have a strong understanding of Indian online gaming platforms and player behavior, with proven experience in managing performance-driven teams and implementing win-back strategies.
Key Responsibilities
- Lead the Retention & Reactivation team to achieve daily KPIs and targets.
- Plan and execute strategies to re-engage churned or inactive players via calls, SMS, email, and in-app chat.
- Monitor team performance and campaign conversion metrics; provide coaching and feedback.
- Ensure compliance with internal policies and responsible gaming standards.
- Train and guide agents on upselling, cross-selling, and customer engagement tactics.
- Maintain accurate records and feedback for continuous improvement.
- Work with BI and Product teams to optimize segmentation and personalization.
- Drive customer loyalty and boost player lifetime value.
- 2–4 years of iGaming retention/reactivation experience; at least 1 year in a team lead or senior role.
- Strong knowledge of Indian gaming platforms and player engagement tactics.
- Hands-on experience with CRM tools and multichannel outreach systems.
- Strong analytical skills and understanding of KPIs (churn, ARPU, LTV).
- Excellent leadership, communication, and coaching abilities.
- Available to join immediately in Dubai.
- Willing to work rotational shifts, including weekends.
- Fluency in Hindi, English, and one or more regional Indian languages (e.g., Tamil, Telugu, Bengali, Marathi).
- Experience with tools like Optimove, Salesforce, Freshdesk, Zendesk.
- Exposure to international player bases (India, Pakistan, Bangladesh, Nepal, etc.).
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