This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves building and maintaining trusted relationships with clients, contributing to their success and positively impacting lives. - Own the customer relationship from onboarding through to long-term success — you’re their trusted advisor and go-to partner - Lead engaging onboarding, workshops, and training sessions that set customers up for success - Run regular check-ins, reviews, and Quarterly Business Reviews that clearly demonstrate value - Proactively monitor customer health, usage, and engagement — and act early to keep clients thriving - Translate customer goals into clear success roadmaps and outcomes - Spot opportunities to expand value through deeper adoption or additional solutions - Work closely with Product, Sales, Support, and Marketing to deliver a seamless customer experience - Feed customer insights back into the business to continuously improve what we do Qualifications - 8+ years’ experience in Customer Success, Account Management, or a similar customer-facing SaaS role - A natural relationship builder — confident, warm, and credible with stakeholders at all levels - Strong project management skills and the ability to juggle multiple clients with ease - A proactive mindset — you don’t wait for problems, you prevent them - Comfortable working cross-functionally in a fast-moving SaaS environment - Large-scale systems migration and change management experience Benefits - Make a real difference — our work helps eradicate workplace fatalities - Partner with some of the largest organisations in the world - Be part of a purpose-driven, growing global SaaS company - Have genuine ownership, influence, and career growth opportunities - Work with passionate people who care deeply about customers and outcomes

• Support, own, and enforce the overall Customer Experience (CX) strategy. • Lead the escalation point and manage complex incident handling. • Ensure robust case management and structured follow-ups. • Standardize process governance and compliance across accounts. • Audit delivery quality and implement improvements where required. • Manage risk proactively and mitigate potential service disruptions. • Collaborate cross-functionally to streamline workflows and improve operational efficiency. • Maintain strong client relationships and ensure satisfaction across all touchpoints.

Senior Director - Sourcing and Procurement Services Senior Practice Engagement Manager Remote -Anywhere within the US Business travel required   The Senior Practice Engagement Manager (Senior Director), Americas is a vital role in the Enterprise Services leadership team, with the main goal of driving business development for our Sourcing and Procurement (S&P) Transformation and outsourcing services. You will lead responses and proposals against client RFXs as a domain expert, collaborating closely with various teams such as solution design, program management, digital solutions team, and transformation consulting groups. You will also work with various sales groups to find opportunities for proactive pursuits with prospective clients. Your objective will be to acquire new clients and increase revenue from existing ones. You will also act as a trusted advisor to client CPOs and Procurement leaders and provide them with insights and guidance on how to leverage transformative Sourcing and Procurement (S&P) solutions.   Responsibilities: - Building strong relationships with CPOs, Procurement leaders, and GBS leaders, and ensuring their alignment and commitment to Infosys solution and capability - Being a trusted transformation partner for CXOs and helping them achieve their strategic objectives. - Co-leading the Sourcing and Procurement (S&P) transformation pursuits with the Sales anchors and ensuring a high-quality winning proposal is submitted to client. - Engaging with client leaders, understanding their requirements, addressing them in the proposal, presenting the proposals, taking client feedback and improving proposals - Suggesting latest and relevant Agentic AI solutions to enhance procurement landscape for clients - Being part of the senior governance team for transformation projects and ensuring their successful delivery - Providing domain leadership and guidance to various Sourcing and Procurement (S&P) engagements in Americas as required - Creating and delivering high-quality content for webinars and whitepapers to showcase Infosys thought leadership in the Sourcing and Procurement (S&P) domain. - Participating / leading Analyst RFIs to ensure Infosys is placed in the Sourcing and Procurement (S&P) Leaders quadrant and improves its position year on year. - Coaching and mentoring junior team members who are part of the pursuit teams and developing their skills and capabilities. - Taking part in or leading cross-functional initiatives across the organization to support the unit's goals. Basic Qualifications - Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. - 16 + years of experience, with strong sales/relationship management/account management experience.   Preferred Qualifications:  - A deep knowledge of the Sourcing and Procurement (S&P)/GBS transformation landscape and the latest trends and best practices - The ability to identify win themes and link them to the proposed solution. - A proven track record of providing CPO advisory services and delivering value-added outcomes. - A good understanding of latest AI and Agentic AI solutions across the S2P value chain. - The ability to communicate effectively with senior stakeholders and influence their decisions. - The ability to work with a diverse and cross-functional team and manage multiple tasks simultaneously.   Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).  The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.   Work Model: This role is remote from anywhere in US or based near one of the Infosys BPM offices, with the ability to work from home or the office when not on client site. This role will require business travel required to be onsite at the client’s locations across the Americas.   Who We Are Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience. Infosys BPM has 38 delivery centers in 13 countries spread across 5 continents, with 60,966 employees from 104 nationalities, as of September, 2025. The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists. EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

Fliff unpacks sports gaming into social, free-to-play games for all types of sports fans. We've built a social sports gaming experience that allows users to compete for leaderboard positioning, to achieve badges and build their status within the game. We are pioneering play-for-fun sports gaming, with our flagship social sportsbook experience that includes sweepstakes promotions and loyalty rewards. We provide sports fans with fun, engaging, and free-to-play alternatives to real money gaming. Fliff is redefining the sports gaming experience by blending the fun of social play with the thrill of real-money competition. What began as a pioneering social sportsbook has evolved into a multi-vertical platform that is the fastest growing brand in sports gaming. As we continue to expand, we’re building a world-class ecosystem of sports gaming experiences that span social, sweepstakes, and real-money formats — giving every type of fan a way to play, compete, and connect. The Role: We’re looking for a top-tier CRM & Lifecycle leader with deep real-money gaming / gambling experience to own how we keep players active, engaged, and coming back to Fliff. This person will: Build and lead our CRM function end-to-end — from strategy to hands-on execution — across email, push, in-app, and other owned channels. Leverage cutting-edge data, segmentation, and experimentation tools to maximize retention, frequency, and LTV. Bring a deep understanding of iGaming / sports betting / casino user behavior, regulation-aware messaging, and VIP/rewards dynamics. You’ll partner closely with Product, Data, Acquisition and Growth, and Creative to build an ecosystem of always-on programs, experiments, and personalized experiences across millions of sports fans. Key Responsibilities: - Strategy & Ownership - Own the CRM & retention strategy across the full player lifecycle: acquisition handoff, onboarding, activation, engagement, VIP development, reactivation, and win-back. - Define north star and operational metrics for lifecycle (D1/D7/D30 retention, WAU/MAU, session and pick frequency, ARPU, churn, reactivation rates, LTV). - Build a clear program roadmap balancing always-on journeys, sport-seasonality (NFL, NBA, MLB, etc.) and big tentpole / marquee events. - Lifecycle Programs & Campaigns - Design, launch, and optimize lifecycle flows including: - New user onboarding & education (how Fliff works, dual currency, rewards, risk & responsible play messaging). - Activation drives to get first deposit-equivalent / first pick / first parlay / first streak. - Daily/weekly engagement programs (missions, streaks, challenges, leaderboards, promotions). - VIP & loyalty programs: tiers, benefits, bonus structures, and personal concierge-style communications. - Churn prevention and win-back for lapsed and at-risk players, with clear incrementality and control groups. - Build sports-calendar-driven CRM (game days, playoffs, tournaments, tentpole events) that feels native to how real bettors/fans watch and sweat games. - Develop triggered and behavioral messaging based on actions like first pick, bet size milestones, big win/loss, risk patterns, and abandoned betslip/pickbuilder moments (where applicable). - Advanced Data, Segmentation & Tooling - Own the segmentation strategy: - Value tiers (VIP, high-value, mid, casual) - Product preferences (sport, market type, pick formats) - Lifecycle stage & cohort - Risk indicators and bonus sensitivity - Partner with Data Analytics to: - Build and activate predictive models (churn risk, value propensity, reactivation likelihood, bonus abusers, etc.). - Translate them into live segments and CRM treatments. - Use modern tools to operationalize segmentation and personalization, such as: - Custom Data Platforms - Data warehouse - Analytics platforms (e.g.,Mixpanel) - Establish a rigorous testing culture (A/B, multivariate, incrementality testing, holdouts) across offers, creative, cadence, and channels, and publish clear learnings. - Channel & Technology Management - Own day-to-day execution in our CRM platform (e.g., Optimove): - Journey and canvas design - Trigger and event setup - Templates, personalization, and dynamic content - Real-time messaging (game starts, live sweat, results) - Drive channel best practices for a real-money gaming context: - Deliverability & list hygiene - Frequency caps and fatigue management - Preference centers and responsible communication - Ensure best-in-class creative in partnership with design/content: - Strong hooks and urgency - Clear offer / promo explanations - Compliance-friendly copy that still feels fun and native to sports bettors. - Real-Money Gaming Context, Compliance & Risk - Work with Legal, Compliance, and Operations to: - Ensure all lifecycle communications align with real-money gaming / sweepstakes regulations, age gating, state-level nuances, and responsible gaming guidelines. - Help define VIP and high-value treatment strategies that balance LTV growth with responsible play. - Cross-Functional Leadership - Partner with: - Acquisition / Growth to ensure downstream retention performance is built into acquisition strategies and creative. - Product & UX to align in-app surfaces (modals, inboxes, banners) with CRM journeys. - Data on dashboards, cohorting, and experiment readouts. - Build and lead a small but highly capable CRM & retention team (managers, ops specialists, analysts) as the function scales. What Success Looks Like: - Within 12–18 months, success looks like: - Significant lift in early-life retention (D7/D30), WAU/MAU, and pick frequency per active user. - Improved activation funnel from install → account creation → first real-money-style pick behavior. - Measurable incremental uplift in LTV through lifecycle and VIP programs, validated with proper control and holdout frameworks. - A clear testing and learning framework with a constantly prioritized backlog and published learnings. - Fliff’s CRM function is seen internally as a core profit and LTV engine, not just the team that sends emails and push notifications. Qualifications: - Must-Haves: - 10+ years in B2C CRM / Lifecycle / Retention marketing as a leader and builder of departments, with at least 4–5 years owning strategy at Director+ level. - Deep experience in real-money gaming / gambling (sports betting, iGaming, gambling, casino, social casino, DFS, or closely related categories) with a clear understanding of: - Player behavior and motivations - Bonus/offer mechanics - VIP dynamics and lifetime value - Regulatory and responsible gaming constraints in communication - Hands-on experience with modern CRM platforms (Optimove) plus data tooling: - CDP + data warehouse + reverse ETL - Event-driven segmentation - Real-time and batch campaigns - Proven track record driving retention and LTV through: - Sophisticated segmentation - Triggered journeys - Structured experimentation - Strong analytical chops: - Cohort analysis, incrementality, and experiment design - Ability to partner with Data/DS and work from SQL / BI dashboards. - Ability to operate at two altitudes: - Set vision and roadmap - Go hands-on to ship campaigns, troubleshoot data flows, and iterate quickly. - Excellent communication and storytelling skills, especially with non-CRM stakeholders and execs. - Genuine passion for sports and sports betting culture; you “get” how bettors think, talk, and engage. Nice-to-Haves: - Experience launching or scaling CRM programs in multi-state or multi-jurisdiction environments. - Prior ownership of VIP, loyalty, or rewards programs within gaming or real-money-like products. - Experience leading small, senior-heavy CRM teams and influencing broader orgs (Product, Creative, Ops). Benefits: - Competitive compensation package, including base salary, benefits, and equity. - Unlimited/flexible paid time off. - Medical, dental, vision, and generous parental leave. - Employee-sponsored 401(k). Perks: - $500 work-from-home stipend + equipment. - Fully remote work environment. - Professional development opportunities. - High-ownership, collaborative culture. #LI-Remote We are a multinational company with our headquarters based in Philadelphia, and offices in New York, Austin, and Sofia, Bulgaria. Wherever we are in the world, we pride ourselves on being a close-knit, focused team that is welcoming and friendly, and the work that we do is always interesting and rewarding. Wherever we are in the world, we pride ourselves on being a close-knit, focused team that is: Welcoming and Friendly We want to reflect the diversity of the cities we serve. By creating an inclusive culture where everyone can thrive, we’ll make Fliff better for employees and customers alike. Lively and Creative We respect and value each other’s ideas, experience and expertise. There is no such thing as a bad idea; only ideas that are executed and ideas that are discarded after consideration. Stimulating and Rewarding We know bright minds love a challenge, and we understand your desire to see your hard work pay off. We’ll make sure your daily tasks align with your career ambitions as we grow together. Equal Employment Opportunity Statement Fliff is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Join Our Team! If you're ready to be part of an exciting, innovative, and dynamic team, apply now to help shape the future of sports gaming with Fliff. IMPORTANT NOTICE: The privacy and security of applicant information is paramount and we take fraud attempts very seriously. Please note that Fliff will never ask for payment or personal financial information during the application process. All of our legitimate job opportunities can be found on our official career site (https://www.getfliff.com/careers). Please be cautious of communications and links that come from non-company email addresses (@getfliff.com), social media messaging platforms or unsolicited phone calls.