Team Leader (Reactivation & Retention)

Job Title: Team Leader Reactivation & Retention (iGaming)Location: Dubai (Onsite)Department: Customer Lifecycle ManagementEmployment Type: Full-timeSalary: AED/monthJoining: Immediate Joiners PreferredAbout 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.Requirements:24 years of iGaming retention/re‑activation 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.Preferred: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.).#J-18808-Ljbffr