Head of Player Engagement in Puuek (Pu Uk) at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Player Engagement based in United Kingdom.

Lead the creation and growth of a high-impact player engagement function focused on driving customer acquisition, retention, and long-term commercial success. In this role, you'll build and develop a high-performing outbound team while shaping engagement strategies that convert new users, reactivate inactive players, and strengthen customer relationships. Combining strategic leadership with hands-on involvement, you'll optimize sales processes, improve performance through data-driven insights, and foster a culture of continuous improvement. Working closely with cross-functional teams, you'll help deliver engaging customer experiences and measurable business results in a fast-paced, remote-first environment. This is an exciting opportunity to make a lasting impact by building a new function from the ground up.

• Build, recruit, and lead a high-performing outbound player engagement team focused on customer conversion, retention, and revenue growth.
• Develop and execute scalable player engagement strategies that optimize acquisition, reactivation, and long-term customer value.
• Design, implement, and continuously improve call scripts, engagement journeys, and sales processes to maximize conversion rates.
• Lead by example through active participation in outbound customer interactions while coaching and mentoring team members.
• Monitor, analyze, and improve key performance indicators, including first-time deposit conversion, reactivation rates, customer satisfaction, contact rates, and revenue generation.
• Collaborate closely with CRM, marketing, operations, and customer-focused teams to optimize engagement campaigns and customer experiences.
• Produce performance reports, commercial insights, and strategic recommendations for senior leadership.
• Ensure customer interactions comply with internal policies, regulatory requirements, and quality standards while promoting a collaborative, high-performance team culture.

• Proven experience leading outbound sales, telesales, call center, or customer engagement teams with a strong record of commercial success.
• Demonstrated ability to recruit, develop, and manage high-performing teams in target-driven environments.
• Strong hands-on sales experience with the confidence to actively engage with customers and lead by example.
• Excellent leadership, coaching, mentoring, and people management skills.
• Strong commercial mindset with experience improving conversion rates, customer engagement, and business performance.
• Analytical approach with experience using KPIs, dashboards, reporting tools, and performance metrics to drive continuous improvement.
• Excellent organizational, communication, negotiation, and stakeholder management skills.
• Fluent written and spoken English.
• Experience in iGaming, online gaming, sportsbook, digital entertainment, or other customer-focused B2C industries is advantageous.
• Familiarity with CRM platforms, customer lifecycle management, outbound dialer systems, workforce management tools, or additional European languages is considered a plus.

• Competitive annual salary of €55,000–€65,000, depending on experience.
• Performance-based bonus scheme.
• Fully remote position with the flexibility to work from anywhere in Europe.
• Opportunity to build and lead a brand-new player engagement function with significant strategic influence.
• High level of ownership, autonomy, and direct impact on business growth.
• Career development opportunities within a rapidly growing international organization.
• Collaborative, ambitious, and supportive remote work environment.
• Opportunity to work alongside experienced professionals in an innovative, performance-driven culture.