(Position Filled) Casino Operations Manager - Malta/UK/Gibraltar - up to €60k + benefits

(Position Filled) Casino Operations Manager

Location: Malta/UK/Gibraltar

Salary up to €60k p/a plus benefits

As a Casino Operations Manager you will play a crucial role in guaranteeing the seamless operation of the company's online casino brands. Your primary focus will be maintaining high operational standards and strict regulatory compliance in regulated markets. You will collaborate closely with the compliance team, ensuring that all documentation and game certifications are in order and ready for review. Working alongside professionals from various departments and locations, you will guarantee that our casino products provide an exceptional gaming experience for our customers. Your passion for the iGaming industry, strong leadership and your organisational skills will contribute to our ongoing success as a leading player in the global iGaming market.

Responsibilities:

• Overseeing and managing the day-to-day operations of our online casino brands.

• Ensuring all operational processes and best practices are documented and kept up to date. Share knowledge and train the team on policies and procedures.

• Develop and implement operational strategies maintaining strict adherence to regulatory requirements and responsible gambling practices.

• Ensure that any customer queries related to Casino Product are escalated and resolved or escalated in a timely manner.

• Diagnosing and resolving day-to-day issues ensuring players are not kept waiting and quickly compensated.

• Maintain internal SLAs ensuring rapid response, resolution and excellent stakeholder communication throughout.

• Be the main point of contact for 3rd party suppliers when operational issues arise and create and manage Jira tickets with external suppliers.

• Collaborate with cross-functional teams, including the entire casino team, product owners, marketing teams, customer support, compliance team.

• Monitor key performance indicators to identify areas of improvement, and growth opportunities, and implement necessary adjustments to drive success.

• Establish and maintain strong relationships with software providers, payment processors, and other key stakeholders in the iGaming industry.

• Manage and develop the casino operations team, fostering a culture of collaboration, innovation, and continuous improvement.

• Ensure compliance with all relevant regulatory requirements and internal policies, including anti-money laundering (AML), Know Your Customer (KYC), new providers onboarding and responsible gambling practices.

• Continually improve training materials, keep them up to date and ensure consistency and alignment of training materials across our Gaming teams.

About you:

• At least 3 years experience within the iGaming industry as an Operations Manager equivalent.

• Outstanding organisational experience and attention to detail.

• Experience in following and implementing processes and procedures.

• Ability to solve complex problems and solutions orientated.

• Data-driven mindset and proficiency in Excel and PowerPoint.

• Comfortable presenting to key internal and external stakeholders.

• Excellent communicator with a high level of spoken and written English.

• A can-do and proactive attitude and self-motivated.

• Team player who can also work independently when required.

• A passion for the online casino industry.

TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO CHRISTINE@GRS-RECRUIT.COM

(Position Filled) Sales & Business Development Manager - UK or Gibraltar

Job Title:                    (Position Filled) Sales & Business Development Manager

Location:                   UK or Gibraltar

The Company

A leading provider of financial KYC (affordability checks) in the gaming industry and seeking a talented, tenacious yet consultative Sales and Business Development Manager to maximise the opportunities created by the new White Paper around KYC, EDD, AML and Compliance.

The Candidate

3+ years of direct B2B sales within the regulated gambling industry.

You will need to have a proven capability to identify, negotiate and close deals as a supplier to operators in any relevant product vertical.

The company are regulated by the Financial Regulator so you must have a completely clean background check.

You must have strong written and oral communication skills, particularly in explaining a complex product or solution to all stakeholders within a customer organisation.

We need a self-starter able to work remotely or in the office, as well as travel to customers and potential customers.

TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO steven@grs-recruit.com

(Position Filled) German Speaking Customer Experience Agent - Malta - €24,000-26,000

Job Title:                     (Position Filled) German Speaking Customer Experience Agent

Salary:                        €24,000 - 26,000 per year

Location:                   Malta

The Company

• A leading global player in the rapidly growing iGaming market, with a wide range of exciting brands across multiple markets, providing a secure, innovative and entertainment-led player experience across casino and sports betting.

• They are a truly international employer with over 500 amazing employees across over 7 locations.

• We strive to offer the best possible customer experience to our entire base of loyal customers.

• That means having best-in-class Customer Service, being able to solve queries, enhance and exceeding all expectations our players have.

• This isn’t your typical CS role, you will be taking things to the next level!

• You will become an expert on our sportsbook and casino brands and services possible. Directing your positive energy to all chats and emails, assisting our customers with any queries they might have, daily.

• No day is the same in this role and that's what makes this role exciting.

• Don’t you hate it when it’s tough to get a straight answer?

• So do we.  That is why you as our Customer Experience Champion, will be a one-stop shop for all service, account and payments-related needs of our players.

• Sharing your ideas to keep improving our system, and making sure we stay on top of the game is important to us, so providing valuable feedback to Team Leaders and Country Managers and keeping the Knowledge base fresh is a significant part of your role.

Responsibilities:

• Resolve customer queries via live chat and email.

• Take ownership of customer cases that cannot be resolved at the point of contact and see through to full resolution.

• Communicate with 2nd line support team and payment providers to solve customer problems in the most efficient way.

• Approve customer withdrawals upon request from the player.

• Review of customer documentation and KYC checks on demand for various jurisdictions in line with policy.

• Contribute to team effort by achieving personal KPI’s to support departmental SLA’s.

• Provide insight into current customer feedback and help shape our systems, processes and self-service outlets, such as our FAQs and Knowledgebase, both within CX and the wider Country Management.

• Ad hoc tasks as required by the CX Management such as analysing customer contact trends and patterns, and providing context around these.

About You

• Fluent knowledge of German - both written and spoken.

• A keen interest in sports & casino.

• Analytical and problem-solving skills.

• Able to adapt to shift work.

• Customer service experience is considered a plus.

• Able to multitask.

So what can you expect from us as a place of work?

• A competitive remuneration package inc. a company bonus scheme.

• Fantastic quarterly team events and weekly company events.

• A one-time bonus to help you set up a comfortable workstation at home.

• On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere.

• Wellbeing allowance.

• A comprehensive, International Private Health Insurance.

• Breakfast at the office on Mondays and Tuesdays.

• Lunch at the office on Wednesdays.

We have fully adopted a Hybrid Work model.

Want to work from the office a few days a week and some days from home?

That’s totally fine with us!

We are known for our inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model.

When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you.

It’s our curiosity that drives our innovative business forward and we work hard in a run-together spirit and we always make sure to top it up by having fun!

We value diversity and we take concrete action to ensure fairness in our recruitment process.

We are committed to assessing candidates on their merit without discriminating against any applicant for whatever reason that is protected by law.

We truly value you, as you are.

TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO CHRISTINE@GRS-RECRUIT.COM

(Position Filled) Senior Marketing Manager, Casino - London - £55,000-£65,000 + Benefits

Job Title:                    (Position Filled) Senior Marketing Manager - Casino

Salary:                        £55,000 - £65,000 + Benefits

Location:                   London

The Company

• A leading Casino and Entertainment company are seeking a talented Senior Marketing Manager to manage their marketing activity both on and offline.

About the role

• The Senior Marketing Manager is directly responsible for the delivery of a cohesive marketing and promotional strategy, brand marketing & marketing budgetary planning. Overseeing the tactical execution & measurement of all business marketing initiatives to ensure ROI, the role has ownership of the loyalty membership sign-up, growth and tier management as well as project managing new and key marketing initiatives.

• Manages the implementation, maintenance and use of relevant marketing systems and technologies.

• The Senior Marketing manager leads and manages the internal marketing resources to deliver on strategic direct and digital marketing goals.

Responsibilities and Accountabilities

• Works with Stakeholders on identifying strategic retail and online marketing plans, promotions and campaigns.

• Ensures market growth by developing sales strategies, plans and targets.

• Creates and manages a vibrant, positive and successful Brand identity.

• Creates and implements retail and on-line marketing plans to increase attendances to budgeted levels via acquisition, retention and player frequency.

• Manages Loyalty membership marketing, player development, sales and communication functions.

• Provides hands on marketing leadership to ensure a co-ordinated approach to customer interaction and service delivery.

• Ensures accurate and up to date management of customer and competitive market information.

• Effective bundling and packaging of products and services to drive footfall and revenue targets.

• Accountable for the delivery of Customer Relations Management (CRM) Strategy for both retail and online business.

• Creates a programme of reward to push Loyalty sign up.

• Works with key stakeholders to deliver VIP growth via player engagement, frequency and reward.

• Lead the development of an accountable support focused culture and work climate.

• Motivating employees towards high standards and performance by providing coaching, feedback, reward and recognition, and development planning.

Requirements

• Minimum 5 years marketing management experience ideally in the Gambling industry or a corporate, strategic fast paced; high volume environment.

• Qualified member of the CIM and/or a degree or equivalent in a Marketing, Communications or Public Relations discipline.

• Detailed understanding of brand establishment

• Experience of strategic marketing planning

• Extensive experience of interpreting business intelligence and creating relevant hypothesis

• Proven ability for conceptual thinking and abstract reasoning

• Experience within the gaming industry - Desirable

TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO CHRISTINE@GRS-RECRUIT.COM

(Position Filled) Customer Success Manager - London - £35K-£40K + Bonus

Job Title:                     (Position Filled) Customer Success Manager

Salary:                        £35K - £40K + Bonus

Location:                   London

The Role

• Reporting to the Head of Account Development, as part of our growth, we’re looking for a Customer Success Manager to help craft and develop the company's customer success strategies, building strong relationships with customers and work with other leaders internally to deliver consistently excellent customer experiences.

• To succeed in this role, you must be comfortable using your analytical skills to identify problems, find solutions, and improve relationships.

• Duties for the customer success manager will include a wide range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn.

• You should also be able to provide insights on client to business interactions and improve customer experience through product support whilst resolving customer complaints and requests.

• Candidates must be social and analytical, possess an aptitude for learning and using new software, and communicate clearly and effectively.

• In addition, the ideal Customer Success Manager should engage with customers, maximise value, and create strategies to sustain our customer base.

 Responsibilities

• Own the overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

• Establish a trusted and strategic partner relationship to help drive the continued value of our products and services.

• Maintain and develop customer success strategies and best practices, as well as customer support content.

• Communicate effectively with internal and external senior-level management to understand customer needs, maximise retention and growth, and communicate learnings.

• Identify, lead, and action cross-sell and up-sell opportunities within the customer base.

• Maintain existing customer success metrics and data as directed.

• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.

• Facilitate interaction and workflow between data and commercial teams to ensure timely deliverables.

• Collaborate, problem-solve, and strategise upcoming client meetings with team members.

• Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyse trends in C-Sat/NPS scores to identify areas of improvement.

• Work with the wider sales and marketing teams to drill customer references and develop case studies.

About You

• Experience working within Customer Success or other related customer-facing teams in the technology, SaaS and/or gaming sector.

• General experience in sales or account management.

• Can grow a team and function.

• Flexible in approach.

• Excellent communicator.

• Previous start-up experience is desirable.

• Strong verbal and written communication, strategic planning, and project management skills.

• Outgoing and energetic, enjoying working with and networking with customers.

• The analytical and process-oriented mindset with an affinity to data and measuring value.

• Comfortable working across multiple departments in a deadline-driven environment, leading customer focused initiatives.

• Active team player, self-starter, and multitasker who can quickly adjust priorities.

• Bachelor’s degree.

• Knowledge of HubSpot and Azure DevOps is an advantage.

TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO CHRISTINE@GRS-RECRUIT.COM