The Client Brief
A rapidly growing iGaming firm needed to build out around 90 hires in 6 months, covering
multiple departments and geographies. They had aggressive goals:
- Scale fast, maintain quality: Deliver high quality talent at pace across customer operations, CRM/retention, finance, product, AI/data and design
- Full cost visibility: Keep hiring spend transparent and controllable; avoid percentage based agency fees
- Global reach: Hire across Europe, LATAM, Philippines, India, Gibraltar while maintaining consistent candidate experience and compliance.
The Delivery
Over a six month period (September 2025 → March 2026), our embedded a dedicated team inside the clients operations. Drawing on the same delivery model used to build entire HQs, the recruiters flexed capacity based on weekly demand.
- September: More than twenty hires in three weeks, building core operations – Player Operations Specialists, Customer Support Agents and junior finance roles. This period established the backbone of EU and LATAM support.
- October–November: Multi-hire bursts (up to five hires in a day) added retention strategists, senior fraud analysts, CRM specialists and leadership roles. Weekly check ins with department heads kept priorities tight.
- December–February: Over the holiday period, recruitment focused on strategic hires: AI Support Operations Specialist, Generative AI Engineer Team Lead, senior product owners, HR Business Partners, and design leads.
- Completed project: 90+ hires were delivered across ten functional areas, including operations, customer support, CRM/retention, fraud/risk, finance, product, AI/data and Design.
Why It Worked
Our embedded model delivered the same benefits highlighted in other success stories:
- Strategic partnership: Recruiters operated as an extension of the client team, aligning daily with department leads.
- Multi functional reach: One team delivered across operations, CRM, risk, finance, product, Design and AI functions, eliminating the need for multiple suppliers.
- Transparency: Every hour and outcome was tracked; there were no percentage based success fees.
- Flexibility: Capacity scaled with demand, so hiring spiked when needed without long term fixed costs.
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