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Customer Sustainability Manager

 

 

The role

The Customer Sustainability Manager is responsible for leading and managing a team of  Sustainability Partners  dedicated to local markets  in providing first class proactive service to  customers, where derisking and high risk activities  are in focus as an opportunity to retain high value customers, drive sustainable growth and to ensure a secure, effortless customer experience 

 

What you will do

 

  • Ensure the delivery of a superb and highly proactive service and gaming experience to our customers
  • Lead by example, showing motivation, dedication, professionalism and commitment to achieving high performance and high satisfaction levels
  • 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, Eservice, 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 Eservice 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 
  • 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

 

  • Contacts per actives
  • Effort score
  • Recontacts
  • Retention rate
  • CSAT
  • Specific RG, Jira dashboard SLA KPIs
  • Retention rate

 

Your experience

 

  • A highly motivated and proactive individual putting customer in a heart of everything they do
  • Leadership skills and ability to build trust
  • Ability in task management, prioritizing and the ability to take ownership and accountability for achieving goals and delivering a high-quality service to customers
  • Work under pressure and take accountability for actions and communication of the team members
  • Strategic and commercial mindset and understanding
  • Solution orientated, action and target driven
  • Strong coaching skills and someone who can develop and grow their team and individuals
  • Commitment to providing world class service to valuable customers
  • Great organization, planning and prioritization skills, with strong attention to detail
  • Data focused, and ROI driven with strong analysis and reporting skills
  • Strong product knowledge and genuine passion for the online gaming industry, either as a customer or through work experience in the industry
  • Sound experience in a Customer Support environment
  • Fluency in written and verbal English – any additional local market language is considered an advantage
  • Business management skills: understand strategy, business functions, manage conflicts
  • Ability to work well under pressure and with minimum supervision
  • Open to giving and receiving constructive feedback

 

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.

 


 
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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:
    MAR0521
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27 Days Holiday
Private Medical
Wellbeing Allowance
Free Yoga
Subsidised Meals
Maternity/Paternity leave
Eye test and Flu jab
3 days CSR leave
Shares
Pension
Anniversary awards
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