Team Leader (Reactivation & Retention)

Qureos Inc; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the iGaming sector is seeking a Team Leader for Reactivation & Retention in Dubai. This role involves steering a performance-driven team to enhance player engagement and retention while employing effective strategies and tools. The ideal candidate will have extensive experience in iGaming and a strong understanding of player behavior in the Indian market.

Qualifications

• 24 years of iGaming retention experience; minimum 1 year in a leadership role.
• Strong knowledge of Indian gaming platforms.
• Proficient in multichannel engagement strategies.

Responsibilities

• Lead retention team to meet KPIs and targets.
• Implement strategies for re-engaging churned players.
• Monitor performance metrics and provide coaching.

Skills

Leadership

Analytical Skills

Communication

Tools

CRM Tools

Optimove

Salesforce

Freshdesk

Zendesk

Job description

Job Title: Team Leader Reactivation & Retention (iGaming)

Location: Dubai (Onsite)

Department: Customer Lifecycle Management

Employment Type: Full-time

Salary: AED/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.

Requirements:

• 24 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.

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.).