Team Lead Retention / Deputy Head of CVM

We are looking for a strong, hands-on leader to join our CVM department as Deputy Head of CVM, taking ownership of key operational areas and becoming a trusted partner to the Head of CVM.
As our department continues to scale, centralized decision-making has become a bottleneck. We are creating this role to increase operational autonomy, accelerate execution, and strengthen accountability across multiple teams.
This is not an assistant or coordination role. You will have a genuine leadership mandate, the authority to make operational decisions, and direct responsibility for driving business results across Retention and related functions.
Key Responsibilities
Retention Leadership
Own the operational performance of Retention across Sportsbook, Casino, and VIP segments.
Independently define priorities, select promotional and communication mechanics, allocate resources, and drive business objectives.
Evaluate initiative performance and ensure delivery against agreed KPIs.
Cross-Functional Operations
Oversee the operational alignment of MarTech, Crypto, Marketing Project Management, and Performance Audit.
Ensure effective collaboration between teams, timely execution, and resolution of cross-functional blockers.
Establish clear priorities, ownership, and accountability across functions.
Leadership & Team Management
Set objectives and KPIs for teams and functional leads in line with department goals.
Monitor performance, deadlines, and quality of execution.
Conduct regular 1-on-1 meetings, address operational challenges, and support leads in maintaining effective team performance.
Enable team leads to own their areas of expertise while ensuring alignment across the department.
Team Building & Recruitment
Own the full recruitment cycle for all positions below team-lead level.
Identify hiring needs and build effective teams within the agreed organizational structure.
Business Performance & Resource Management
Translate department-level objectives into measurable team KPIs and actionable plans.
Track results, identify performance gaps, and adjust priorities when needed.
Manage budgets within approved limits and optimize resource allocation across teams.
Decision-Making Authority
This role comes with substantial operational autonomy and a clearly defined scope of authority.

You will have the authority to:

Make final operational decisions within your area of responsibility.
Manage budgets within approved limits.
Select Retention mechanics and determine operational priorities.
Allocate resources across teams within the agreed framework.
Handle operational escalations directly, with the full support of the Head of CVM.
The Head of CVM will retain ownership of overall department strategy, global budget allocation, organizational structure, and key personnel decisions concerning team leads.

Requirements

Proven experience in Retention, CRM, or CVM within iGaming, online betting, or another high-volume B2C business.
Experience managing multiple teams or functional areas simultaneously.
Strong understanding of Retention strategies, promotional mechanics, customer engagement, user retention, and monetization.
Experience working with KPIs, business performance metrics, and budget management.
Proven people management skills, including goal setting, performance management, and cross-functional leadership.
Strong analytical thinking, prioritization, and decision-making skills.
Ability to operate independently, take ownership, and drive results without excessive supervision.
Excellent stakeholder management and communication skills.

What We Offer

Real decision-making authority and a high degree of operational autonomy.
A strategic partnership with the Head of CVM and a transparent division of responsibilities.
Direct influence on business performance across multiple functions.
The opportunity to shape operational processes, develop teams, and improve the department's operating model.
A challenging role in a dynamic iGaming environment with significant scope for impact and professional growth.
Who Will Succeed in This Role?
We are looking for a leader who combines strong Retention expertise with a broad operational mindset. Someone who can manage through team leads, align multiple functions, make independent decisions, and take full ownership of execution and business outcomes.
If you are ready to move beyond managing a single function and take ownership of a broader business operation, we would love to hear from you.