Head Of Player Engagement

Head of Player Engagement – Spain
Lead the creation and growth of a high?impact player engagement function focused on driving customer acquisition, retention, and long?term commercial success. In this role, you will build and develop a high?performing outbound team while shaping engagement strategies that convert new users, reactivate inactive players, and strengthen customer relationships. Combining strategic leadership with hands?on involvement, you will optimize sales processes, improve performance through data?driven insights, and foster a culture of continuous improvement. You will work closely with cross?functional teams to deliver engaging customer experiences and measurable business results in a fast?paced, remote?first environment. This is an exciting opportunity to make a lasting impact by building a new function from the ground up.
Accountabilities
Build, recruit, and lead a high-performing outbound player engagement team focused on customer conversion, retention, and revenue growth.
Develop and execute scalable player engagement strategies that optimize acquisition, reactivation, and long-term customer value.
Design, implement, and continuously improve call scripts, engagement journeys, and sales processes to maximize conversion rates.
Lead by example through active participation in outbound customer interactions while coaching and mentoring team members.
Monitor, analyze, and improve key performance indicators, including first-time deposit conversion, reactivation rates, customer satisfaction, contact rates, and revenue generation.
Collaborate closely with CRM, marketing, operations, and customer-focused teams to optimize engagement campaigns and customer experiences.
Produce performance reports, commercial insights, and strategic recommendations for senior leadership.
Ensure customer interactions comply with internal policies, regulatory requirements, and quality standards while promoting a collaborative, high-performing team culture.
Requirements
Proven experience leading outbound sales, telesales, call center, or customer engagement teams with a strong record of commercial success.
Demonstrated ability to recruit, develop, and manage high-performing teams in target-driven environments.
Strong hands?on sales experience with the confidence to actively engage with customers and lead by example.
Excellent leadership, coaching, mentoring, and people management skills.
Strong commercial mindset with experience improving conversion rates, customer engagement, and business performance.
Analytical approach with experience using KPIs, dashboards, reporting tools, and performance metrics to drive continuous improvement.
Excellent organizational, communication, negotiation, and stakeholder management skills.
Fluent written and spoken English.
Experience in iGaming, online gaming, sportsbook, digital entertainment, or other customer-focused B2C industries is advantageous.
Familiarity with CRM platforms, customer lifecycle management, outbound dialer systems, workforce management tools, or additional European languages is considered a plus.
Benefits
Competitive annual salary of €55,000-€65,000, depending on experience.
Performance-based bonus scheme.
Fully remote position with the flexibility to work from anywhere in Europe.
Opportunity to build and lead a brand-new player engagement function with significant strategic influence.
High level of ownership, autonomy, and direct impact on business growth.
Career development opportunities within a rapidly growing international organization.
Collaborative, ambitious, and supportive remote work environment.
Opportunity to work alongside experienced professionals in an innovative, performance-driven culture.
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