Customer Retention & Growth Manager

Join Novibet as Customer Retention & Growth Manager and Drive Global Growth!

Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for customer engagement, retention strategies, and driving business growth in Online Gaming Industry, and thrive in a fast-paced environment, this could be the right opportunity for you.

Who We Are

Founded in 2010, Novibet is a leading GameTech company with a strong international presence. We operate in diverse markets, including Greece, Cyprus, Ireland, Canada, Brazil, Mexico, Chile, Ecuador, Finland, Italy, and New Zealand. With offices in Greece, Malta and Brazil,  our mission is to deliver unparalleled sports betting and online gaming experiences to our rapidly expanding customer base.

Why Novibet

At Novibet, we are proud to be certified as a Great Place to Work, consecutively since 2021, reflecting our commitment to developing a positive, inclusive, and supportive work environment. Join us, and you will be part of a team of over 1,000 people worldwide that values collaboration, innovation, and personal growth.

What you will work on

As a Retention and Growth Manager you will be responsible for overseeing the day-to-day operations of the retention and growth team. This role involves managing a team of agents who handle outbound calls for customer acquisition, retention, surveys, or other company-driven initiatives. The manager will ensure the team meets performance targets, maintains high customer service standards, and contributes to the overall success of the organization.

• Lead, manage, and motivate a team of outbound call center agents to meet and exceed performance metrics, including call volume, sales, and customer satisfaction.
• Develop and implement strategies to drive team performance, improve efficiency, and achieve departmental and company goals.
• Monitor individual and team performance through call quality evaluations, reports, and other metrics, providing constructive feedback and coaching as needed.
• Train and onboard new call center agents, ensuring they have the necessary skills and knowledge to perform their duties effectively.
• Analyze call center data and trends to identify opportunities for improvement, process optimization, and issue resolution.
• Ensure compliance with company policies, industry regulations, and legal requirements regarding outbound calling.
• Foster a positive and productive work environment, promoting teamwork, accountability, and a customer-focused mindset.
• Manage scheduling, shift assignments, and attendance to ensure optimal coverage and team efficiency.
• Collaborate with cross-functional teams, including sales, marketing, and customer service, to ensure alignment with business objectives and effective execution of outbound campaigns.
• Handle escalated customer issues or concerns, ensuring timely and effective resolution.
• Prepare and present regular reports on team performance, sales results, and key metrics to senior management.

What you bring

• Bachelor's degree in Business, Marketing, or a related field
• Proven experience in managing an outbound call center team, preferably in customer acquisition, retention, or sales
• Strong leadership and people management skills with a track record of driving performance in a fast-paced environment
• Experience in the iGaming, online betting, or similar industry is highly desirable
• Excellent communication and interpersonal skills to motivate and coach the team effectively
• Strong analytical mindset with the ability to interpret data, track KPIs, and make data-driven decisions
• Problem-solving skills with the ability to handle escalations and resolve customer issues efficiently
• Proficiency in CRM systems, outbound dialing platforms, and reporting tools
• Fluency in English; additional languages will be considered a plus

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
• 🚗Alternative Transportation: Shuttle buses & Carpooling options
• 🌍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.