The Head of Customer Experience has a key position in the organization and is responsible for the strategy and management of all front-line communication departments in the company.
They are responsible for the creation of processes, training, and KPI management to maximize the player experience whenever they interact with us, and as a result, are a key contributor to their level of satisfaction with our products.
In this role, you will be responsible for overseeing the Customer Service and VIP service departments, while effectively managing managers and teams to ensure exceptional customer satisfaction. As the Head of Customer Experience, you will play a pivotal role in shaping and implementing customer-centric strategies to enhance the overall experience and build long-lasting relationships with our valued customers.
Responsibilities:
1. Leadership and Strategy:
- Develop and execute the overall customer experience strategy aligned with the company's goals and objectives.
- Provide visionary leadership to the Customer Service and VIP service departments, fostering a customer-centric culture throughout the organization.
- Collaborate with senior management to define key performance indicators (KPIs) and establish targets for customer satisfaction, loyalty, and retention.
2. Team Management:
- Manage a team of managers and supervisors, providing guidance, coaching, and support to ensure high-performance levels and professional development.
- Foster a positive work environment that encourages teamwork, collaboration, and continuous improvement.
- Establish clear roles and responsibilities for the team members and ensure effective coordination among different departments.
3. Customer Service and VIP Service Oversight:
- Oversee the day-to-day operations of the Customer Service and VIP service departments, ensuring the highest level of service quality.
- Develop and implement customer service policies, procedures, and standards to optimize the customer experience.
- Monitor customer interactions and analyze feedback to identify areas for improvement and implement appropriate action plans.
4. Customer Experience Enhancement:
- Identify opportunities to enhance the customer experience at every touchpoint, from initial contact to post-purchase support.
- Collaborate with cross-functional teams to implement customer-centric initiatives, including personalized customer journeys, proactive support, and self-service options.
- Working closely with the Promotions Team and CRM team to both receive pertinent information regarding existing promotions and offers and provide feedback to them to assist in developing and implementing effective and profitable conversion and retention campaigns to feed into the overall global business strategy
- Stay updated with industry trends and best practices to drive continuous improvement in customer experience strategies.
5. Performance Monitoring and Reporting:
- Establish performance metrics and regularly assess departmental and individual performance against set targets.
- Analyse customer feedback, complaints, and service metrics to identify trends, address root causes, and drive improvement initiatives.
- Prepare comprehensive reports and present findings, recommendations, and progress updates to senior management.
Requirements:
- Bachelor's degree in business administration, or a related field. A relevant master's degree is a plus.
- Proven experience in a similar role, overseeing customer service and VIP service operations. Ideally in an online gaming setting.
- Strong leadership and managerial skills with the ability to motivate and develop high-performing teams.
- Excellent understanding of customer experience principles and best practices.
- Analytical mindset with the ability to derive insights from data and make data-driven decisions.
- Exceptional communication, interpersonal, and negotiation skills.
- Experience in developing and implementing customer service strategies.
- Familiarity with customer service software and systems.
