Team Leader (Reactivation & Retention)

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

Job summary

A leading gaming company in Dubai is looking for an experienced Team Leader for Reactivation & Retention in the iGaming sector. The ideal candidate will have over 4 years of experience including a senior role in retention strategies. The position involves leading a team to achieve targets, engaging inactive players, and ensuring compliance with gaming standards. Immediate joiners are preferred. Fluency in Hindi and English is a plus.

Qualifications

• Minimum 4 years of iGaming retention/reactivation experience; 1 year in a senior role.
• Strong knowledge of Indian gaming platforms.
• Hands-on experience with CRM tools.

Responsibilities

• Lead the Retention & Reactivation team to meet KPIs.
• Plan strategies to re-engage inactive players.
• Train and guide team on customer engagement tactics.

Skills

iGaming retention/reactivation experience

CRM tools

Analytical skills

Leadership communication

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.).