Customer Experience Director
2 days ago
We are a leading gaming and sports entertainment company, revolutionising the world of sports betting and entertainment. Our mission is to create unforgettable experiences for our customers and team members alike.
Job Description:Key Responsibilities:
- Provide leadership, management, and coaching to foster a positive work environment and achieve business objectives.
- Analyse team performance, deliver effective coaching feedback, and facilitate action plans to drive optimal productivity and customer experience.
- Ensure all team members have development plans, oversee ongoing learning initiatives, and conduct performance reviews to enhance skills and career progression.
- Lead your team to meet customer experience goals, create policies focused on customer-centric practices, and manage difficult client situations with professionalism.
- Manage schedules, system records, productivity metrics, and compliance to ensure seamless operations and alignment with business strategies.
Requirements:
- Sound knowledge of the wagering industry, Entain systems, and internal processes/procedures.
- A proven track record in providing exceptional customer service to internal and external stakeholders.
- Personable and approachable, with the ability to quickly build rapport with new employees.
- Motivated and willing to learn – must show initiative in completing tasks and prioritising workload.
- Strong attention to detail with the ability to be analytical.
- Ability to meet deadlines, work under pressure, and deal with sensitive information.
- Good interpersonal skills and an ability to communicate at all levels, both verbally and written, are essential.
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