CX Executive

Job Type:
Analytics & BI, Customer Support, Marketing
Africa, Europe
Salary Description:
competitive salary and benefits
Job Ref:

Bettingjobs is working with a leader in iGaming seeking CX Executives to focus on the Casino, Poker and Sportsbook verticals from the Ceuta office.

Existing right to work in the EU is essential for this positon.

The team is responsible, amongst other things for ensuring a unified, locally relevant, customer-centric, customer experience across all touchpoints and stages of a player’s lifetime. The team assists in the management and localised implementation of different marketing campaigns, activities and features that impact the vertical’s performance. The team also create innovative solutions to help improve agility within the business so the brand’s objectives are met and value is built for both the customer and organisation alike.

Why we need you:
Reporting directly to the Spain Country Lead, you will:
• Collaborate with various teams across the business including the Poker/Casino/ SB marketing, Gaming and SB Ops, Product, CRM, and Web Analytics, amongst others to ensure adequate localisation of on-site and off-site campaigns, projects, events, as well as operational procedure duties, including daily ad-hoc translations.
• Assist in the creation of locally accurate and effective messaging to be used for all regional and global adapted campaigns and offers, adhering to communication, execution plans and the local market’s landscape conventions.
• Safeguard optimal customer experience for the various projects being worked on, adapting to local regulatory framework, and basing all initiatives on customer behavioural data, internal research and existing personal iGaming industry knowledge.
• Work closely with the other vertical CX, Product, Research, Digital, and Marketing Tech teams to ensure the best possible choices are being made for the local market across the business, based on local expertise and data.

Your experience:
• Excellent knowledge of Sportsbook and/ or online gaming industries.
• Previous work experience in a similar role.
• Experience and understanding of the online Business to Consumer (B2C) space.

Your skills:

Stakeholder management:
• Develop strong working relationships with stakeholders, ensuring any risks and dependencies related to campaigns, offers, games and features localisation efforts are identified and mitigated.
• Communicate effectively, ensuring the business is regularly updated on the localisation strategy and its performance.
• Translate outputs into storytelling data and creative presentations, ensuring clear communication between teams.

Strategic support:
• Put the customer experience at the heart of what you and your team do, being customer led as opposed to product led.
• Take initiative and act with a proactive mind-set with the ability to sport and action areas where there is room for improvement.
• Collaborate with the Customer Services and Research teams to action frequently raised problems with the relevant team(s) in the wider business.
• Support the Country Lead with any activities that require Spanish input including (but not limited to) consumer and product research, onsite publications/content, promotions, regulatory affairs, legal and compliance, technology, product management, optimisation, and testing.

As the ideal candidate, you will have:
• Excellent stakeholder management and communication skills, both in Spanish and English.
• Knowledge of CMS systems and processes, as well as project management tools such as JIRA and Confluence.
• Strong interpersonal skills, multi-tasking ability, prioritising key projects, anticipating business challenges, and recommending solutions beforehand.
• Intermediate data analysis skills (using Excel and/or other tools like MicroStrategy).
• Experience working in tightly regulated markets, preferably within the iGaming industry (i.e., GDPR knowledge).
• A proactive mind-set approach with ability to spot and action areas where there is room for improvement.

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: euan

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