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CS Customer Channel Manager

LI-Hybrid #LI-Hybrid #LI-Hybrid #LI-Hybrid

The role

Exciting opportunity to work in the forefront of Global CS by owning and managing the channels and self-service technology that enable customer service. The strategic position of this role supports and drives the Global CS strategy and enables frictionless customer service.

As a Global CS Customer Channel Manager you will be the bridge between E-service, Global CS and various teams within Kindred by owning and supporting the strategy that improves customer experience and operational efficiency. 

You will be a key player in ensuring continued business success and get the chance to first-hand orchestrate how we deliver our Global Customer Service strategy. 

 

What you will do

  • Create and maintain  an omnichannel view of customer engagement channels with Global Customer service
  • Own and define strategy to manage incoming and outgoing demand for the various customer channels (Phone, Social Media, Self-service tools and others)
  • Understand and identify areas of opportunity within customer CS channels to drive value for Global CS
  • Manage customer journeys from point of requiring help to providing self-service support or hand-off of the customer to the relevant team for further support
  • Proactively seek and drive solutions to problems or opportunities to improve customer help journey on the channels and self-service capabilities
  • Provide regular and ongoing reporting on channel activity and performance
  • Manage a team of specialists in driving the channel strategy while developing and coaching the individuals to become a high performing team
  • Ensure channel content improvements and alignments across markets and brands
  • Prepare proposals for new ways utilizing channels and Self-Service tools to maximize value for customer and Global CS
  • Work closely with e-Service development Managers, e-Service Business Delivery Manager and CS Operations to optimize customer experience through self-service and innovative solutions
  • Own vendor relationships for Customer channels and Self-service tools
  • Keep updated on innovative solutions available to improve channel offerings and Self-service in Global CS. This also includes ongoing market research (technology, competitor, client needs).
  • Work closely with cross functional teams, including Tech & Digital teams to maintain the service for `always on` capability to provide a 24/7 engaging experience
  • Provide input into the e-service and Global CS strategy across all brands and markets

 

How will success be measured in this role

  • Channel effectiveness to manage demand
  • Self-Service and overall CS CSAT
  • Customer Effort Score (CES)
  • Project delivery
  • Self-service tool(s) effectiveness
  • Self-Service Value to Global CS

 

Your experience

  • Strong analytical and critical thinking skills
  • Creative problem-solving approach
  • Structured and organized
  • Proactive and have self-management skills
  • Flexible and adaptable
  • Team player
  • Ability to define stakeholders requirements and scope of Global CS initiatives and projects regarding CS customer channels and self-service tools
  • Knowledge of the fast-paced online gambling industry
  • The ability to work across multiple projects and tasks simultaneously, prioritizing work load to ensuring fast deliveries
  • Business mindset with a focus on delivering quality and value for the business
  • Strong communicator with the ability to manage stakeholders and partners

 

Application process

 

Click on the "Apply Now" button and complete the short web form. Please add a 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, age, 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.

 

Job alerts


Not suited to this role but interested in working at Kindred Group? We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”.


 
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Location
Malta
The Centre Pjazza Tigné, Tigné Point, Tigne Point, Sliema, Malta, TPO 0001
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  • Office:
    Malta
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    MAR1082
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Flexible Working
Private Medical
Wellbeing Allowance
Free Yoga
Subsidised Meals
Maternity/Paternity leave
Employee Assistance Programme
3 days CSR leave
Shares
Pension
Anniversary awards
Life Cover and Income Protection
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