Led the CRM team responsible for player segmentation, retention strategies,and personalized promotions. Launched A/B tests and monitored key metricssuch as LTV, retention, and reactivation rates. Drove GGR growth bymonitoring and optimizing key player metrics, including deposit frequency,ARPU, churn rate, and VIP engagement.

Coordinated cross-department projects aimed at maximizing casino revenueand player deposits. Introduced new monetization mechanics and tracked thefinancial performance of campaigns. Worked closely with product, marketing,and CRM teams to increase ARPU and optimize player activity

Managed a support team handling multi-market casino players and ensuredSLA compliance. Implemented escalation processes, monitored service quality,and optimized team performance. Collaborated with risk and finance teams toquickly resolve player issues and support retention goals.