Customer Service Manager

Industry: Sports betting

About the job

As the Customer Service Manager, you will play a vital role in a fast-paced, data-driven, and technology-oriented environment that delivers globally competitive sports betting experience. You’ll provide leadership and direction to your team, focusing on shaping and optimizing end-to-end client experiences and customer journeys. You will lead efforts to ensure an exceptional, smooth, and user-centric experience across all customer touchpoints.

Responsibilities:

Cross-Functional Collaboration: Collaborate with product, technology, and other operational departments to ensure a unified customer experience. By liaising with other department heads, you will align and synchronize efforts towards delivering seamless customer experiences.
Customer Experience Strategies: Research, develop and execute product & process improvement strategies to ensure optimal and efficient end-to-end service delivery.
Monitoring and Evaluation: Utilize technological tools and systems to monitor, analyze, and enhance customer interactions and touchpoints. And lead remedial actions when expected KPIs are not being met.
Data-Driven Decison Making: Analyze customer data and feedback to identify trends and areas for improvement. And translate data insights into actionable strategies and initiatives.
Innovation and Technology Alignment: Stay up-to-date with the latest industry trends and technological advancements that drive innovations that enhance customer experiences.
Requirements:
Demonstrated leadership and team management skills in an executive role, showcasing an exceptional ability to inspire and effectively lead high-performing teams comprising individuals from diverse cultural backgrounds.
Tech-savvy with a strong track record of closely collaborating with product and technology teams. Your ability to leverage technology for innovation and efficiency is well-documented.
Strong working knowledge of CRMs, automated workflows and a deep understanding of the latest technological trends. You excel in managing and taking ownership of these systems, ensuring they are optimized for the benefit of the organization.
A profound data-driven mindset, with the ability to analyze and interpret data, translating insights into actionable reports.
Exceptional written and verbal communication skills, with a track record of effective communication at the executive level.
Skills and Qualifications

Masters or Bachelor’s degree in business management, Information Systems or related field.
Proficiency in Microsoft Office products (Advanced Excel, PowerPoint, Word)
Minimum 5 years of work experience in one of the following industries: Sports betting, financial services, Fintech, IT consulting, telecom, or e-commerce.
To apply:
Send CV to [email protected]                   .
Subject tittle: Customer Service Manager

Deadline: 15th November,2023