Head of Player Engagement
Traffic Label is seeking an experienced and commercially driven Head of Player Engagement to build and lead a brand-new outbound player engagement function. This role offers a unique opportunity to create a high-performing operation from the ground up.
The successful candidate will be responsible for recruiting, developing, and leading a team focused on converting registered players into depositing customers, re-engaging inactive players, and driving revenue through proactive outbound engagement. This is a hands-on leadership position where the individual will actively participate in outbound sales calls, help shape best practices, coach team members by example, and continuously optimise performance.
Traffic Label is looking for an exceptional leader with a proven track record in outbound sales who knows how to build successful teams, improve conversion, and deliver measurable commercial results. While previous iGaming experience is an advantage, it is not essential.
- Build, recruit and lead a high-performing outbound player engagement team.
- Develop outbound engagement strategies that drive player conversion, retention and revenue growth.
- Design, implement and continuously improve call scripts, sales processes and customer engagement journeys.
- Personally conduct outbound calls while leading the team by example.
- Convert registered non-depositing players into first-time depositing customers.
- Re-engage inactive and dormant players through targeted outbound campaigns.
- Generate new business through proactive outreach to qualified sales leads.
- Coach, mentor and develop team members through regular call reviews and performance feedback.
- Monitor, analyse and improve key performance metrics, including: First Time Deposit (FTD) Conversion, Deposit Conversion Rate, Reactivation Rate, Contact Rate, Revenue Generated, and Customer Satisfaction.
- Analyse campaign performance and identify opportunities for continuous improvement.
- Work closely with CRM, Marketing, VIP and Operations teams to maximise player engagement across multiple brands.
- Produce regular performance reports and recommendations for senior management.
- Ensure all customer interactions comply with company policies and applicable regulatory requirements.
- Foster a positive, collaborative and results-driven team culture.
- Proven experience leading an outbound sales, telesales or call centre team. (required)
- Strong commercial mindset with a track record of improving sales performance and customer conversion. (required)
- Experience recruiting, developing and managing high-performing teams. (required)
- Hands-on sales experience with the confidence to actively participate in customer calls. (required)
- Excellent leadership, coaching and motivational skills. (required)
- Strong analytical skills with experience using KPIs, reporting dashboards and performance metrics. (required)
- Excellent organisational and stakeholder management skills. (required)
- Outstanding written and spoken English. (required)
- Ability to thrive in a fast-paced, high-growth environment. (required)
- Experience within iGaming, online casino, sportsbook or another digital entertainment sector. (nice-to-have)
- Experience managing customer retention, CRM or lifecycle campaigns. (nice-to-have)
- Knowledge of CRM platforms and customer segmentation strategies. (nice-to-have)
- Experience with outbound dialler systems and workforce management tools. (nice-to-have)
- Additional European languages. (nice-to-have)
- Competitive salary of €55,000–€65,000 gross per annum, depending on experience.
- Performance-based bonus.
- Fully remote position with the flexibility to work from anywhere in Europe.
- The opportunity to build and lead an entirely new player engagement function.
- A high level of ownership and autonomy with direct impact on business growth.
- Career progression within a rapidly growing international technology company.
- A collaborative, ambitious and supportive team environment.
- The chance to work with talented professionals passionate about innovation and performance.
Traffic Label is an online affiliate marketing business that has operated across all major digital marketing channels since 2006. It builds and runs content and comparison websites that acquire customers for iGaming and other operators. Its portfolio includes brands such as Onlinebingo.co.uk and 1CS.com. Traffic Label is headquartered in St Albans, England.