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

• Be part of our CS Operations team and report into regional Customer Sustainability Manager
• Ensure the delivery of a superb and highly proactive service and gaming experience to our customers
• First point of contact for escalations from team members and support departments, proactively offering advice & sourcing solutions to ensure effective resolution
• Identify potential issues with high net worth customers and flaws in internal processes and flag them with relevant stakeholders to ensure the improvement of day to day operations and customer experience
• Work closely with Player Sustainability, Account managers, CS, E-service, marketing teams, payments and country team to support and drive the relevant local market strategy from a proactive service point of view
• Monitor and analyse performance in all assigned markets and create action plans based on the performance of the key KPIs and
• Work closely with Account Managers, CS teams and E-service to ensure the best possible customer experience aligned with our contact reduction and CX strategy and focus on creating a more effortless experience for our high value customers
• Take full ownership of proactive outbound CS communication with key focus on sustainability, compliance and customer experience/service 
• Retention of high value customers through relevant proactive service initiatives
• Be responsible for proactive de-risking of customers to ensure a more effortless play journey 
• Work closely with your country team to define local market strategy in terms of proactive outbound communication where we can improve the customer Service and experience for the customers 
• Work closely with legal and Player Sustainability teams to ensure alignment and to improve internal communication flow around high risk outbound communication for get help, that will improve customer experience and support the ”Build on Trust” transformation 
• Proactive customer service to ensure the best possible onboarding, welcoming and de-risking of customers, including offering benefits while managing them through the compliance tunnel
• Responsible for ensuring the onboarding of new customers builds trust and loyalty
• Build 1-2-1 relationships with customers to offer a bespoke proactive service
• Ability to pre-empt a players wants and needs to make for an easy and efficient player experience
• Drive and take ownership of various other market specific tasks and responsibilities related to proactive service, retention and relationship building of our high value customers that aims to drive revenue and business value, but still within guidelines of our sustainability strategy

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