Head of Customer Proposition
The Head of Customer Proposition will lead the local 360-degree customer proposition strategy across Super's core product verticals in Brazil, including Sports, Gaming, and Social. As a senior leader within the Brazil Commercial organisation, the role involves overseeing the ideation, development, and execution of market-leading propositions that attract, engage, reward, and retain customers throughout their lifecycle.
Working in a hybrid model in São Paulo or Rio de Janeiro, the role requires close collaboration with the Commercial Director for Brazil and wider regional and global stakeholders. The Head of Customer Proposition will shape and execute the local proposition strategy aligned to broader regional objectives, ensuring Super delivers standout experiences that strengthen customer loyalty, increase engagement, and drive sustainable growth in the Brazilian market.
- Define and lead the Brazil customer proposition strategy across Sports, Gaming, and Social verticals, aligned to wider regional and global business objectives.
- Develop and execute a local proposition roadmap that enhances customer engagement, retention, cross-sell, and lifetime value.
- Lead and develop a high-performing team of vertical managers and leads, fostering a culture of innovation, accountability, and customer obsession.
- Partner with senior commercial and marketing stakeholders to identify strategic opportunities, market trends, and competitive advantages within the Brazilian market.
- Collaborate with CRM to oversee the development and optimisation of lifecycle and customer journeys across acquisition, onboarding, retention, reactivation, and higher-value segments.
- Ensure generosity and customer value are delivered effectively throughout key customer moments and major sporting and entertainment events.
- Drive advanced segmentation and personalisation strategies to create relevant, timely, and differentiated customer experiences.
- Collaborate with CRM and Performance teams to build sophisticated, data-led communication plans that improve engagement and long-term retention.
- Own the proposition bonus and promotional investment strategy across all verticals, ensuring strong budget governance, efficiency, and ROI.
- Monitor and optimise proposition performance against key commercial KPIs including retention, conversion, cross-sell, active days, engagement, and customer value.
- Lead the Test & Learn roadmap for Brazil, identifying and prioritising experiments that improve customer and commercial outcomes.
- Use customer insights, analytics, and market intelligence to continuously evolve proposition performance and identify new growth opportunities.
- Work closely with Product, GTM, Commercial, BI, CRM, Performance Marketing, Operations, and Brand teams to ensure seamless proposition delivery and execution.
- Ensure alignment between local commercial priorities and the central Sports, Gaming, and Social product roadmaps.
- Support acquisition strategies by optimising propositions and promotional mechanics to improve marketing efficiency and conversion performance.
- Collaborate with Analytics and Performance teams to build best-in-class reporting frameworks and performance dashboards to inform strategic decision-making.
- Maintain a strong understanding of the Brazilian regulatory landscape and ensure all proposition activity complies with local requirements and responsible gaming standards.
- Stay informed on competitor activity, customer behaviours, and emerging market trends to ensure propositions remain innovative and market-leading.
- Champion a customer-first approach across all proposition initiatives and touchpoints.
- Significant experience in a senior proposition or commercial leadership role, ideally within the iGaming, sports betting, or digital e-commerce/fintech space (required).
- Strong knowledge of the Brazilian betting, gaming, and digital consumer landscape (required).
- Proven experience building and executing customer proposition and retention strategies across multiple verticals (required).
- Strong commercial and analytical acumen with experience managing promotional budgets and performance KPIs (required).
- Demonstrated success leading cross-functional teams and influencing senior stakeholders (required).
- Proven track record of managing and developing high-potential teams and individuals; this role involves direct people management responsibility (required).
- Deep understanding of customer lifecycle management, segmentation, personalisation, cross-sell, and engagement strategies (required).
- Experience leading Test & Learn initiatives and using data-driven insights to optimise customer and commercial performance (required).
- Ability to oversee complex cross-functional initiatives and projects through to completion and deliver successful business outcomes (required).
- Excellent communication, leadership, and stakeholder management skills (required).
- Passion for innovation, customer experience, and delivering market-leading propositions (required).
- Experience across Sportsbook, Casino/Gaming, and Social or community-led products (nice-to-have).
- Familiarity with onsite/CRM tools, bonus engines, and customer analytics tools (nice-to-have).
- Experience operating within a fast-paced, high-growth, and regulated environment (nice-to-have).
- Understanding of responsible gaming principles and local compliance requirements in Brazil (nice-to-have).
- Medical / Health Insurance
- Open Annual Leave
- Employee Assistance Programme
- Training & Learning Development
Superbet, which operates under the Super Technologies banner, is a multinational sports betting and gaming group founded in 2008 in Romania by Sacha Dragic. Headquartered in Bucharest, it began with retail betting shops and has grown into one of the leading omni-channel betting operators in Central and Eastern Europe, with a strong focus on digital products. The group employs more than 5,000 people and operates across around a dozen European markets as well as Brazil. Its offices span Romania, Poland, Serbia, the UK, the Netherlands, Belgium, Spain, Croatia, Brazil, Malta and Gibraltar.