Customer Sustainability Partner Finland

Details

Work Location Type:
Hybrid
Office:
Malta
Type of Employment:
Full Time Permanent
Reference Number:
CAM0278

About Kindred

Kindred Group is a digital entertainment pioneer bringing together nine successful online gambling brands, forming one of the largest online gambling groups in the world. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% revenue is derived from harmful gambling.

Our global team of more than 2000 people represents 70+ nationalities. When you join Kindred, you'll be part of a collaborative, diverse and inclusive team that has your best interest at heart. We are a trusting company that knows the value of a healthy work-life balance. We offer a wide range of benefits, along with annual bonus, which is tied to both company and your individual performance.

The role #LI-Hybrid

The Customer Sustainability Partner plays a key role in the local market strategy for driving the best possible proactive customer service experience within local markets. The role will have full ownership of all proactive customer service communication and interactions, with key focus on driving retention of high value customers in a sustainable, effortless way, where de-risking, onboarding, Responsible Gaming, affordability will be key opportunities to differentiate ourselves as being the leader in offering our customers a proactive, safe and sustainable experience among other activities that also supports that strategy.

As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

What you will do

Join the CS Operations team, reporting to the Regional Customer Sustainability Manager.
Deliver outstanding service and gaming experiences for customers.
Act as the first point of contact for team escalations, offering solutions to ensure quick resolutions.
Spot and flag process issues, working with stakeholders to improve operations and customer experiences.
Collaborate with stakeholders to align local market strategies with contact reduction and CX goals.
Lead proactive customer communication focused on sustainability, compliance, and service.
Ensure seamless customer journeys through onboarding, risk mitigation, and compliance processes.
Build 1-2-1 relationships with customers to offer a bespoke proactive service.
Partner with Legal and Player Sustainability teams for smooth high-risk communication handling.
Drive market-specific tasks to enhance retention and relationships with high-value customers while adhering to sustainability guidelines.

How will success be measured in this role

Re-contacts
Retention rate
CSAT
Specific RG, Jira dashboard SLA KPIs

Your experience

Good understanding and experience with Responsible Gaming, GDPR, Player Safety processes and vision
Excellent communication skills
Native/Fluent in Finnish
High level of empathy
Proactive and solution-orientated
Comfortable in doing outbound communication with customers via all channels
Strong stakeholder management
Analytical mindset and able to put things in context in order to support long term business strategy
Eager to learn and share your knowledge with others
You fully identify with Kindred's values
Self-driven
Structured in your work
Strong product and Customer Service process knowledge

What we can offer you!

🏋🏻 €500 per year Well-being allowance
🏝️ 24 days holiday (+ public holidays)
🍲 Subsidised meals
💻 Flexible Hybrid working (Office/home)
🤱 Maternity/Paternity Leave
🏡 6 weeks fully remote working
🥳 Anniversary awards
👨‍⚕️ Private Health Insurance
👨‍🏫 Dedicated Career Development Plan
🧘🏽‍♀️ Free Yoga
🥰 Friendly Atmosphere in a fantastic office
✈️ Relocation Support
👵 Pension Plan

Our Way Of Working

Our world is hybrid.

A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.

Application Process

Click on the “Apply Now” button and complete the short web form. Please add your CV and covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon. Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, ages, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework. Kindred has an ESG rating of AAA by MCSI.