Vineet Sharma
Delhi,Delhi
Summary
Results-driven marketing professional with a strong background in retention and VIP player management, seeking a challenging leadership role in a dynamic gaming organization. Leveraging expertise in customer lifecycle management, revenue optimization, and data-driven strategies, I aim to drive customer engagement, loyalty, and sustainable revenue growth.
Overview
10
10
years of professional experience
Work History
Senior Manager, Retention
Spartan Poker
07.2024 - Current
- Led a team of 10 retention specialists, improving player retention rates from 46% to 66% within weeks.
- Achieved 85% Retention rates from VIP Players.
- Created a funnel for VIP players using RMs from M0 to M1 based on first deposit and gameplay.
- Increased DAU and MAU by 40%, contributing to a 26% uplift in Gross Gaming Revenue (GGR).
- Optimized direct cost from 80.80% to 57.83% within 3 months while maintaining topline growth.
- Collaborated with product teams to launch targeted promotions and personalized features.
- Doubled GTD from 3.5 Crore to 7.5 Crore INR while maintaining 18% overlay.
Lead VIP Retention
Adda52 Poker
11.2021 - 06.2024
- Designed and implemented a tiered VIP loyalty program, improving retention rates by 10% within 6 months.
- Managed a portfolio of 200+ VIP players, providing tailored promotions, bonuses, and white-glove support.
- Partnered with marketing and product teams to design exclusive VIP promotions and events.
- Analyzed player behavior data to refine segmentation and communication strategies.
- Designed exclusive affiliate promotions and incentive programs to drive player acquisition.
Team Leader – CRM Operations
Adda52 Poker
12.2016 - 11.2021
- Identified key process improvement areas and collaborated with Product & Marketing to streamline workflows.
- Transitioned CRM operations to an Async model, minimizing bandwidth usage.
- Drove automation initiatives across KYC, Withdrawals, Compliance, and Fraud Detection processes.
- Monitored daily team SLAs & KRAs, ensuring operational efficiency and quality outcomes.
- Conducted data analysis to identify customer issue trends and provided actionable insights.
Customer Service Representative
Marble E-Retail Pvt Ltd
08.2015 - 12.2016
- Delivered high-quality customer support by resolving complex queries and complaints.
- Improved support efficiency by escalating and resolving issues across cross-functional teams.
- Managed escalations proactively while enhancing workflow management.
- Contributed to the development of improved customer support programs.
Education
Bachelor of Arts - Maths and Economics
Satyawati College – Mewar University
01.2015
Skills
- Analytical & Data-Driven Decision Making
- Revenue Management Principles
- Strategic Planning & Execution
- Retention & Lifecycle Marketing
Timeline
Senior Manager, Retention
Spartan Poker
07.2024 - Current
Lead VIP Retention
Adda52 Poker
11.2021 - 06.2024
Team Leader – CRM Operations
Adda52 Poker
12.2016 - 11.2021
Customer Service Representative
Marble E-Retail Pvt Ltd
08.2015 - 12.2016
Bachelor of Arts - Maths and Economics
Satyawati College – Mewar University
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