Customer Retention & Growth Team leader

Join Novibet as a Customer Retention & Growth Team Leader!

Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for customer service and thrive in a fast-paced environment, this could be the right opportunity for you.

Who We Are

Founded in 2010, Novibet is an established GameTech company operating in Europe, the Americas, and ROW countries (Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and 1200+ employees across all countries of operation. We are committed to staying at the forefront of technological advancements, continually pushing boundaries and delivering seamless entertainment and online gaming experiences to our rapidly expanding customer base.

Why Novibet

At Novibet, you are empowered to excel, prioritising growth through listening and learning as part of a group of forward-thinkers and doers, continuously adapting to new challenges. We are equally committed to fostering a positive, inclusive, and supportive workplace culture that empowers every individual to thrive.

What We are looking for

As a Customer Retention & Growth Team Leader, you will be responsible for leading, coaching, and developing a team of retention agents to maximize customer retention, player lifetime value, and revenue growth. The role ensures high-quality customer interactions, achievement of KPIs, and strict adherence to regulatory and responsible gaming standards in a fast-paced, performance-driven team.

What you will work on

• Lead, motivate, and monitor the performance of retention & growth agents.
• Set daily/weekly targets (e.g., campaign volume allocation, call quality, outbound/omnichannel metrics.
• Conduct regular team meetings and one-on-one coaching sessions.
• Monitor and optimize individual and team KPIs (retention rate, revenue growth, quality scores).
• Analyze performance data and implement action plans to improve results.
• Manage attendance, schedules, and productivity to meet operational needs.
• Track key performance indicators (KPIs) (Retention Rate, Conversion rate, Outbound metrics, Quality assurance scores)
• Analyze performance data and implement action plans for improvement.
• Deliver ongoing training on systems, scripts, approaches, and compliance.
• Ensure all interactions meet regulatory requirements
• Uphold responsible gaming policies.
• Conduct regular quality audits of calls and BO tasks.
• Provide constructive feedback to agents.
• Support retention and growth campaigns and promotions.

What you bring

• 5+ years in a call center or customer service environment.
• 3+ years in a leadership role (preferably in retention or outbound).
• Experience in gambling / iGaming / sports betting is a strong advantage.
• Familiar with retention & growth KPIs (Retention/Churn rate, Net revenue, etc)
• Proficient with call center platforms and CRM systems (e.g., NICE, Genesys, Zendesk).
• Comfortable with performance dashboards and analytics.
• Knowledge of CTI systems and workforce management tools.
• Excellent verbal and written communication in English.
• Strong de-escalation and negotiation skills.
• Ability to create clear reports and team updates.

What we offer

We truly value our people at Novibet! Within our vibrant, dynamic, and fast-paced environment, we encourage everyone to reach their full potential while enjoying every step of the journey. Here’s how we make that happen:

• 💰Competitive Compensation: Attractive salary and bonus scheme
• 🧑‍⚕️Health insurance: Group health & medical insurance package
• 💻Top-Notch Equipment: All the tools you need for your role
• 🚀Career Growth: Focused career development, performance management, and training opportunities
• 🏋️On-Site Gym: Free access to our in-house gym to keep you energized
• 🌍Inclusive Environment: A welcoming, international, and multicultural team
• 🎉Engaging Activities: Exciting events, sports, and team-building activities

At Novibet we value diversity and are committed to an inclusive and equitable workplace. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, are made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, disability or chronic disease, age, ancestry or place of origin.