Independent consulting · International delivery
Customer operations, CRM, retention, VIP management, reporting and Portuguese-speaking market expertise for international iGaming companies.
Practical operational support informed by more than a decade of experience across customer management, retention, payments, fraud prevention, marketing support and remote iGaming environments.
Expertise
Focused work across customer operations, commercial communication and practical coordination—without inflating scope or promising unsupported outcomes.
Customer-facing workflows, issue prioritisation, escalation paths, communication standards and support routines for international and remote operating environments.
Customer lifecycle analysis, segmentation, reactivation workflows, campaign support and retention-focused operational coordination.
Operational support connecting CRM, promotional campaigns, content updates and market feedback to improve communication and campaign execution.
Portfolio review, customer-value analysis, relationship support, prioritisation criteria and structured follow-up for higher-value accounts.
Operational reporting, customer database analysis, turnover and value indicators, campaign observations and management summaries.
Operational perspective for international teams serving Brazilian customers, including communication, customer behaviour, promotions, support expectations, payments and market feedback.
Mapping operational gaps, reducing avoidable manual work, clarifying responsibilities and creating practical procedures for recurring activities.
Markets
Experience is presented for the markets and working environments directly supported by the professional record.
Hands-on experience with Brazilian customer operations, communication, lifecycle, payments, promotions, KYC, fraud indicators and player support.
Professional experience developed within Portuguese iGaming organisations and international operating structures.
Experience working remotely across functions including management, support, marketing, affiliates, payments, fraud prevention and technical workflows.
Additional markets may be assessed on a project basis. Local regulatory or legal advice is not provided.
How I work
Each engagement starts with the operating reality, available data and the priorities that matter now.
Understand the context, current workflows, constraints, data availability and immediate priorities.
Define practical recommendations, responsibilities, deliverables and realistic implementation priorities.
Support selected changes, documentation, communication routines, reporting structures or operational coordination.
Review progress, document observations and adjust the operating approach based on evidence and business context.
When relevant, connect customer operations with CRM, marketing, affiliates, payments, support and technical teams.
Professional profile
Diogo Escobar is an iGaming operations consultant with over 10 years of experience working in international iGaming environments across the Brazilian and Portuguese-speaking markets. His expertise includes CRM operations, customer lifecycle management, retention strategies, VIP account management, player reactivation, operational reporting, KPI analysis, payments, KYC, fraud prevention, marketing operations and cross-functional collaboration. His work focuses on improving operational efficiency, customer engagement and decision-making through structured processes, performance insights and practical business solutions.
Since 2015, he has worked across customer-facing and operational roles connected to Portugal and Brazil. His experience includes daily customer database analysis, turnover and customer-value monitoring, reactivation through phone, email and LiveChat, promotional and account support, CMS and WordPress updates, operational reporting and collaboration with management, marketing, affiliates, payments, fraud prevention and support teams.
His approach combines operational discipline, customer experience, CRM logic, technology-supported workflows and a practical understanding of how management and technical functions interact.
Continuous development
Diogo combines extensive operational experience with continuous development in technology, systems and business management. His ongoing studies and training in Systems Analysis and Development strengthen his knowledge of software, data, automation and digital operations.
His background also includes studies in Informatics Engineering at ISTEC Lisbon, practical familiarity with CMS, WordPress and HTML/CSS/JavaScript, academic exposure to Python, C and C++, productivity suites and AI prompt engineering.
Selected contribution areas
Examples are intentionally anonymised and do not imply current institutional partnerships or public client endorsements.
Supported customer management, lifecycle monitoring, retention, reactivation and VIP/account workflows for the Brazilian iGaming market.
Worked across support, marketing, affiliates, payments, fraud prevention and management functions, contributing operational context and customer-facing observations.
Contributed practical market and naming observations for a Portuguese-language gaming brand.
Supported operational workflows involving customer data, CMS updates, reporting and communication between management and technical functions.
Public case studies and client references are limited by confidentiality and authorisation requirements.
Contact
Initial conversations are confidential and focused on understanding the operating context, scope, priorities and potential fit.