Online Casino Manager
As Casino Manager you will work to develop and execute on strategic plans for the Games of Chance product. The main goal is to deliver a superior casino experience across specific LATAM markets, increasing retention and attractiveness of the Casino. Further you will contribute to business improvement through generation of ideas and ensure business initiatives are embraced. The role also includes supporting short term tactical and long-term strategic projects.
WHAT’S IN IT FOR YOU?
You'll get the opportunity to work in an international environment, at a 100% digital company that is the market leader within the online gaming industry.
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When working with us, we promise you that you will never ever have a dull moment. By spinning multiple plates, you will always have your hands full. We promise you that you will learn a lot and that you will grow with us, both in your career and as a person. Working in one of the biggest online gaming companies in Malta, you will get first-hand experience on what it is that drives a successful company forward.
YOU’RE GOOD AT
- Experience working in online gaming industry, specifically Casino experience with a Regional scope.
- Experience in managing full campaign processes.
- Extensive understanding of Casino products. Providers, game preferences and good knowledge of casino offers and campaigns relating to different segments.
- Excellent analytical skills to be able to create actions based on analysis of campaigns and segments, also to be able to optimize campaigns and promotions based on analysis.
- Ambitious, highly driven person that is structured, and well organized.
- Aiming for high standard, capable to deliver quality service with pace.
A FLAVOUR OF WHAT YOU’LL BE DOING
Casino General Manager
The main responsibilities include but are not limited to:
- Owning the Games of Chance revenue and promotional budget.
- Plan and execute game release and promotional strategy.
- Optimizing, monitoring and reporting on all promotional performance for Games of Chance Product.
- Work with local marketing teams to deliver a localised casino offering.
- Take responsibility in ensuring that the casino offering is in line with local regulations.
- Own the game release process across the jurisdictions, liasing with providers and the central gaming department in Malta.
- VIP management – Work with the VIP team to manage and optimize key for VIP segments, identify VIP clients and follow up their activity on a regular basis.
- Assist and execute innovative campaigns and CRM programs for acquiring, retaining and reactivating segmented casino customers, this includes, but not limited to; Bonus campaigns, Reload campaigns, Other Promotions, Tournaments, Newsletters.
- Liaise with the Customer Service department ensuring best possible customer experience
- Deal with the day-to-day support cases and ensure that such requests are handled with quality and under a short time frame.
WHAT WE OFFER
Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business 75% millennial and 1700 strong, spread across 7 offices with 900 based out of our Malta HQ alone! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.
CHALLENGE ACCEPTED?
Job Title: (Position Filled) Customer Service Manager, online casino
Salary: Competitive Salary
Location: London, and from home
The Role
Work will focus on the online arm of a prestigious land-based London casino.
Full management of developing and delivering a clear dashboard to report daily, weekly, and monthly customer service KPI targets for presentation back to the business; these targets include customer service performance, marketing and compliance reporting.
Basic working hours: 40 hours per week – flexibility required. Working from the office and home.
Key Responsibilities
Direct line management responsibility for the Customer Service team; delivery of probation reviews, rota management, development plans, annual leave approval, etc.
Writing quality copy for scripts, emails, phone calls, messaging / templates for socially responsible interactions.
Develop a high-quality service process standard, help teams work efficiently and collaboratively by following the procedures.
Training and coaching the team so our customers have incredible experiences with us.
Working with the SR manager and Compliance Manager to ensure both timely and responsible Gambling interventions and the collection of required information for AML and affordability assessments.
Deliver and execute effective daily service levels for all contact channels - Live Chat, Emails, Phones and Case Management.
Work with our host team to promote cross-channel to our customers.
Ensure team contact with players, including inbound queries and complaints, with an aim to resolve the issues asap.
To maintain customer information in accordance with the Data Protection policy.
Be aware of responsible gambling guidelines, ensuring the business meets its own requirements to be a responsible operator, adhering to specified compliance and license policies and regulations.
Highest quality of service provided; attainment measured via QA & customer satisfaction surveys.
Assist with mentoring team members.
In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.
Personal Characteristics & Experience
Whilst no formal education is required, the job holder must be a seasoned Customer Service professional with demonstrable experience in managing online gaming/gambling customer service teams.
The job holder must provide training and coach the team, so that our customers have incredible experiences with us.
Good communication is a vital element in this role. Instructions must be given clearly to the team, and some negotiating skills may be required in dealings with customers.
Additional
Online Casino Manager Salary
Online Casino Manager Game
High levels of concentration are required from the jobholder and the team in their dealings with customer queries and the job holder must ensure that the team is working in an environment that provides the ideal situation for their work to be effective.
The job holder must monitor the customer service team’s work.
Relationships with customers must be optimised to create good customer relations. This requires sustained excellence in customer service which leads to a long-term focus on relationships with customers which means valuable business for the casino.
Decisions will be made in line with the Gambling Commission legislation and guidelines and as well as the Company’s policies and procedures.
The club relies on the job holder to manage the customer service team and liaise with customers. The job holder is a critical link between success and failure in terms of the customer experience.
The job holder is seen as role model for the customer service team.
Highest levels of customer empathy are required to nurture customer relationships over an extended period. The jobholder will need extended patience and always show customers that they are important.