Lead customer experience function including support, VIP, and retention teams
About the role
Head our customer experience function covering support, VIP management, and retention. You'll lead teams, develop CX strategies, and ensure exceptional player experiences that drive loyalty and revenue.
Responsibilities
- Lead customer experience strategy
- Manage support, VIP, and retention teams
- Set and monitor CX KPIs
- Improve player journeys and touchpoints
- Develop training programs
- Report to senior management
- Work with product on player feedback
- Drive player satisfaction and NPS
Requirements
- 8+ years in customer experience (gaming required)
- 5+ years of senior leadership experience
- Deep understanding of player lifecycle
- Strong people management skills
- Strategic and analytical thinking
- Experience with CX tools and platforms
- Excellent stakeholder management
- Multi-lingual skills a plus
Benefits
- Salary €55,000 - €70,000
- Senior leadership position
- Hybrid work
- Health insurance
- Lead critical business function
- Executive career path