Head of Contact Center and Head of Engagement
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Role in brief
An international iGaming company seeks leaders for two remote roles: Head of Contact Center and Head of Engagement, focusing on the LATAM market and player retention. Candidates with relevant leadership experience in iGaming are encouraged to apply.
About the role
The company is looking for strong leaders to fill two key positions aimed at enhancing player retention and engagement in the LATAM market. The Head of Contact Center will be responsible for building a new contact center from the ground up, including processes, standards, and team management.
Meanwhile, the Head of Engagement will focus on developing and implementing strategies to improve player retention, manage customer journeys, and oversee loyalty programs. Both roles require a deep understanding of the iGaming landscape and experience in managing international operations.
The salary for the Head of Contact Center is up to $4,000, while the Head of Engagement is around $5,000.
Skills that matter here
- Leadership in iGaming: This role requires strong leadership skills to build and manage teams effectively.
- Customer Engagement: Experience in player engagement and retention strategies is essential for success.
- Operational Processes: Candidates should have a background in optimizing operational processes within the iGaming sector.
- CRM Management: Knowledge of CRM systems and player psychology is crucial for the Head of Engagement role.
- Segmentation and Cohort Analysis: Practical experience in these areas will aid in developing effective retention strategies.
Who this role suits
- A candidate with a strong background in leadership roles within the iGaming sector.
- Someone who is analytical and data-driven, with experience in player retention metrics.
- A professional who thrives in building processes and teams from the ground up.
- An individual familiar with the LATAM market, particularly in Argentina and Colombia.
From the employer
Head of Contact Center
- Build the Contact Center for LATAM from scratch: processes, standards, KPIs, team, and interaction with existing infrastructure.
Head of Engagement
- Develop Retention & Churn strategy.
- Manage CJM and player engagement.
- Conduct segmentation and cohort analysis.
- Implement bonus and loyalty mechanics.
- Oversee CRM, Product, and Customer Service.
- Manage promotions, tournaments, jackpots, and other engagement mechanics.
- Analyze and optimize across different GEOs.
Head of Contact Center
- Experience in leadership within iGaming/gambling.
- Strong background in Contact Center/Customer Support/VIP/Retention.
- Experience in building and optimizing operational processes.
- Experience with LATAM, especially Argentina/Colombia is a big plus.
Head of Engagement
- 5+ years of experience in international iGaming.
- Experience in Head/Lead positions in Engagement/Retention/CRM/Loyalty.
- Deep understanding of player psychology and retention metrics.
- Practical experience with segmentation, cohorts, bonuses, CRM, and promotions.
- Experience with international multi-GEO products.
Head of Contact Center
- Salary up to 4,000 USDT + bonus.
- Remote position, candidates from LATAM are also considered.
Head of Engagement
- Salary around $5,000.
- Hybrid/Remote work.
- Official employment.
Questions about this role
Is this position remote?
Yes, both positions are remote, with candidates from LATAM being specifically considered.
What is the salary range for these positions?
The Head of Contact Center offers a salary up to $4,000, while the Head of Engagement has a salary around $5,000.
What kind of experience is required?
Candidates should have significant leadership experience in iGaming, with specific skills in customer support, retention, and engagement strategies.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.