2022-05-26 11:28:18
Head of Customer Success
Working conditions:
- available to work during CET business hours;
- remuneration: fix+bonus based on KPI.
With us you can:
- grow professionally: we focus on employee training (both internally and externally). You can
- become a guru in your industry, and then share your experience: write articles, be a mentor, give
lectures and speak at events;
- build a career. You will be able to prove yourself, and we will definitely notice, appreciate and
support you;
- self-realization: we welcome the initiative of employees and provide resources for the
implementation of various projects. You will be able to apply all the experience you have
accumulated in practice.
Requirements:
- experience working with cross-functional teams and managing at least one direct
report;
- 2+ years of experience as a successful Head of Customer Support is a must;
- experienced in the management of 20+ people is a must;
- holistic understanding and proven background in Call Centre, Tech Support and
Support of VIP players is a must;
- proven background in system companies, but experience in other gambling markets
would also be well regarded;
- be analytics-driven with good math skills;
- great sales and negotiation skills;
- good understanding of Customer Success processes management, CRM;
- nice to have: foreign languages.
Responsibilities:
- lead the strategy, implementation, and analytics for the Customer Success branch;
- build a Customer Success team (Call Centre, Tech Support, and VIP-service) from a
scratch;
- acquisition, retention, and activation of new and existing players across multiple
regions;
- identifying new client opportunities, problem prediction, and solvation across multiple
regions;
- prepare a monitoring plan on a daily/weekly/monthly basis;
- analysis of campaigns with Affiliate, Arbitrage, and Retention team, reporting results &
devising strategies to move forward;
- monitoring and analyzing results of all campaigns, including weekly and monthly KPI
reports – Conversion rates optimization, KPI’s, etc;
- establishing and maintaining strong client relationships through regular contact;
- manage monthly budgets, and allocate budget to CMO based on performance and
scale;
- work closely with Tech, Financial, and Marketing teams to ensure we are making
requisite adjustments to meet evolving filtering, scheduling, and budgeting
requirements;
- conduct research on and provide insight into industry/competitive marketing trends;
- business processes automation.
Contacts: @Victoria560
About us: SpinBetter specializes in gambling and betting
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