Team Lead – Telesales & VIP Retention (iGaming)
Full Time - Remote @ITJobs.lk posted 3 hours ago in IT Management & Consulting , in IT Sales & Marketing Email JobJob Description
Company: International iGaming Firm
Location: Remote (Full-Time) – Sri Lanka
Role Overview
As the Team Lead for Telesales & VIP Management, you will lead the player growth and retention strategy for a fast-growing international iGaming platform. You will manage a high-performing team focused on First Time Deposit (FTD) conversions and maintaining “white-glove” relationships with ultra-high-value players. This role requires a strategic leader who is data-driven, sales-oriented, and an expert in premium relationship management.
Key Responsibilities
1. Telesales & FTD Conversions
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Lead & Scale: Direct a team of Telesales Executives to drive and scale calling activities focused on FTD (First Time Deposit) conversions.
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End-to-End Ownership: Manage the calling process across all segments, including cold leads, warm leads, sign-up leads, and retained clients.
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Process Improvement: Continuously optimize sales pitches, scripts, and team coordination to maximize ROI and conversion rates.
2. VIP Management & Player Relationships
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Strategy Execution: Implement an overall VIP strategy aligned with company growth and revenue objectives.
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Revenue Growth: Follow defined VIP segmentation and leverage program benefits to grow VIP-specific revenue.
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White-Glove Service: Build strong relationships with high-value and ultra-high-value players, ensuring personalized and tailored gaming experiences.
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Issue Resolution: Handle escalations and complex VIP player issues with maximum discretion and professionalism.
3. Team Leadership & Culture
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Management & Training: Lead, train, and manage a team of Telesales Executives and VIP Relationship Managers (RMs).
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Performance Tracking: Set clear KPIs, performance targets, and retention goals for the entire team.
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Collaboration: Work closely with CRM, Marketing, and Product teams to align on VIP promotions and events.
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Culture: Foster a high-performance, player-centric environment within the remote team.
4. Data & Analytical Reporting
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Detailed Reporting: Own the reporting suite for the Telesales team with granular data on segments and player behavior.
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Actionable Insights: Prepare daily, weekly, and monthly reports on calling campaigns, providing insights for continuous improvement.
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Strategic Planning: Use data-driven insights to discuss “way forward” strategies with senior management.
Qualifications & Experience
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Experience: 5+ years of total professional experience.
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Industry Specifics: Minimum 2 years of experience in online gaming, iGaming, betting, or casino operations (Mandatory).
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Leadership: Minimum 1 year of experience managing a team in Telesales, Retention, or VIP management.
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Mindset: Data-driven with strong analytical skills and a deep understanding of CRM systems.
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Communication: Excellent negotiation, relationship-building, and communication abilities.
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Market Exposure: Experience working within regulated gaming markets.
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Languages: Fluency in English is required.
Why Apply?
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Join a leading firm in the global iGaming industry.
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Enjoy the flexibility of a 100% remote, full-time role from Sri Lanka.
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Lead a core team and drive the strategy for high-value international markets.