Head of Customer Proposition

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day.

This is not a remote position. We need someone for a hybrid model in São Paulo or Rio de Janeiro.

As Head of Customer Proposition , you will lead the local 360° customer proposition strategy across Super's core product verticals in Brazil, including Sports, Gaming, and Social. As a senior leader within the Brazil Commercial organisation, you will oversee the ideation, development, and execution of market-leading propositions that attract, engage, reward, and retain customers throughout their lifecycle. Working closely with the Commercial Director, Brazil, and wider regional and global stakeholders, you will shape and execute the local proposition strategy aligned to broader regional objectives, ensuring Super delivers standout experiences that strengthen customer loyalty, increase engagement, and drive sustainable growth in the Brazilian market.

What the role involves

Proposition Strategy & Leadership

• Define and lead the Brazil customer proposition strategy across Sports, Gaming, and Social verticals, aligned to wider regional and global business objectives
• Develop and execute a local proposition roadmap that enhances customer engagement, retention, cross-sell, and lifetime value
• Lead and develop a high-performing team of vertical managers and leads, fostering a culture of innovation, accountability, and customer obsession
• Partner with senior commercial and marketing stakeholders to identify strategic opportunities, market trends, and competitive advantages within the Brazilian market

Customer Lifecycle, Retention & Engagement

• Collaborate with CRM to oversee the development and optimisation of lifecycle and customer journeys across acquisition, onboarding, retention, reactivation, and higher-value segments
• Ensure generosity and customer value are delivered effectively throughout key customer moments and major sporting and entertainment events
• Drive advanced segmentation and personalisation strategies to create relevant, timely, and differentiated customer experiences
• Collaborate with CRM and Performance teams to build sophisticated, data-led communication plans that improve engagement and long-term retention

Commercial Performance & Optimisation

• Own the proposition bonus and promotional investment strategy across all verticals, ensuring strong budget governance, efficiency, and ROI
• Monitor and optimise proposition performance against key commercial KPIs including retention, conversion, cross-sell, active days, engagement, and customer value
• Lead the Test & Learn roadmap for Brazil, identifying and prioritising experiments that improve customer and commercial outcomes
• Use customer insights, analytics, and market intelligence to continuously evolve proposition performance and identify new growth opportunities

Product & Cross-Functional Collaboration

• Work closely with Product, GTM, Commercial, BI, CRM, Performance Marketing, Operations, and Brand teams to ensure seamless proposition delivery and execution
• Ensure alignment between local commercial priorities and the central Sports, Gaming, and Social product roadmaps
• Support acquisition strategies by optimising propositions and promotional mechanics to improve marketing efficiency and conversion performance
• Collaborate with Analytics and Performance teams to build best-in-class reporting frameworks and performance dashboards to inform strategic decision-making

Market & Regulatory Excellence

• Maintain a strong understanding of the Brazilian regulatory landscape and ensure all proposition activity complies with local requirements and responsible gaming standards
• Stay informed on competitor activity, customer behaviours, and emerging market trends to ensure