Build and lead CS, Payments, Fraud & Risk, CRM, VIP, Retention, and Telesales teams, prioritising per roadmap.Hire, structure, and scale for efficiency, CX, and fraud prevention; develop SOPs across ops.Ensure smooth daily operations : uptime, support, payments, and cross-team coordination.Implement escalation and crisis frameworks; enforce advanced fraud & risk controls.Collaborate with KYC, AML, and compliance to maintain integrity.Oversee deposits, withdrawals, liquidity, and player funds.Drive gamification (missions, streaks, leaderboards) and align ops with campaigns.Analyse bonus costs, risks, and ROI; benchmark and optimise promotions.Execute mass promos, backend configs, and recovery plans.Develop VIP strategy (AMs, perks, tracking, upsell) and tiered retention.Monitor margins, player behaviour, and vertical performance.Partner with BI and product to pre-empt issues and revenue risks.Requirements :
- 5 10 years in senior online casino roles, ideally at a Tier-1 operator
- Proven ability to manage 40+ headcount across multiple departments
- Deep belief in and proven experience implementing gamification strategies
- Strong track record in fraud prevention and risk handling
- Experience managing reserve funds, float, and payout timelines
- Can evaluate, launch, and adjust promo campaigns with full bonus cost analysis
- Understands competitive benchmarks, product profitability, and player trends
- Comfortable working with dashboards and making decisions based on metrics
- Calm and decisive in high-pressure situations, from system downtime to payment delays
- Experience aligning support, product, finance, and compliance goals
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