• Reporting directly to the CEO: • Full running of CS, VIP, and KYC/AML/Fraud departments across multiple active casino and sportsbook brands. • Promotional campaigns with CRM teams, targeting multiple player segmentation strategies that boosted monthly retention rates by 35%. • Setting up the monthly calendar alongside the CRM and Casino Manager, to maximize market exposure for highly anticipated slots such as the recent releases of Hell Butcher by Pragmatic and Death Becomes You by Hacksaw. • Identified and negotiated commercial terms with emerging game studios (such as Wicked Games, Belatra, TaDa, Endorphina), securing exclusive operator discounts to decrease player bonus costs by 25%. • Audited daily internal procedures and introduced operational safeguards, to ensure compliance and avoiding regulatory issues across all GEOs. • Led, trained, and mentored a cross-functional team of 12 agents. • Personally managed high-risk escalations, resolving problematic AML and payment fraud disputes, avoiding chargebacks to prevent unnecessary loss of revenue and ensure player retention where possible. • Daily analysis and KPI tracking of player data and betting habits to use the data to adapt actions that can improve daily performance and gain new market opportunities. • Negotiation and onboarding of operational tools that improve the overall operational execution such as Fraud detection tools, CRM systems, Aggregators.