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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

Position Details

Employment Type Full Time

Work Mode Hybrid

Shift Day

Level Senior

Experience 8+ years

Frequently Asked Questions

As a Head of Customer Experience at Platin Gaming Ltd, you will be part of our General department, contributing to our iGaming products and services. The role involves working with cutting-edge technology in a fast-paced, international environment based in Malta.

Head of Customer Experience

Job Description