
Director of Client Success in iGaming
1 day ago
Overview:
EveryMatrix Ltd is a pioneering B2B SaaS provider in the iGaming sector, serving 200 clients globally with cutting-edge software, content, and services.
With a diverse team of over 1000 professionals across twelve countries in Europe, Asia, and the US, we foster a culture of innovation, collaboration, and mutual respect.
Job Summary:
The Head of Managed Services will lead the Gaming Managed Services (GMS) team, providing comprehensive outsourcing services to B2B clients operating under their own licenses. Our expertise encompasses industry best practices, proprietary technology, and seamless integration with clients' marketing and operational functions.
Our GMS team ensures a tailored player experience through consistent presentation of relevant betting offers and games, along with cross-product risk management, payments, and player KYC management. By collaborating across multiple offices and internal business units, we deliver transparent planning, reporting, and execution to our clients.
Key Accountabilities:
- Drive departmental profitability;
- Collaborate closely with clients to maximize revenue growth;
- Oversee personnel within the division, streamlining team structures and coordination with subordinate team leaders and HR to achieve optimal staffing;
- Design and implement effective customer engagement strategies;
- Develop and execute strategic plans, measuring and optimizing customer lifecycle programs;
- Ensure adherence to company policies and procedures;
- Foster team growth and motivation;
- Assess departmental success;
- Provide operational insights to product teams and stakeholders;
- Develop and implement operational protocols;
- Identify areas for improvement and devise mitigation actions;
- Stay informed about competitor programs and share insights with the team.
Essential Skills and Qualifications:
- 5 years' experience in a comparable role within the B2C iGaming industry (CEO or COO experience is highly desirable);
- Strong technical foundation with understanding and/or hands-on experience in software development and web technologies;
- Experience with CRM platforms, segmentation, and journey builder capabilities;
- In-depth understanding of lifecycle marketing, direct marketing, and lifecycle best practices;
- Excellent communication and interpersonal skills;
- Proficiency in financial management, including profit and loss, balance sheets, and cash flow management;
- Team management experience;
- Able to make sound judgments and adapt quickly to new situations;
- Proactive, problem-solving attitude;
- Effective time management and delegation skills;
- Sociable personality;
- Ability to work under pressure.
Our Benefits:
- Internal and external training opportunities;
- Access to online learning platforms.
We aim to create an environment that values diversity, inclusivity, and continuous growth, aligning with the World Lottery Association and European Lotteries Association principles. At EveryMatrix Ltd, we prioritize safer gambling, player protection, and innovation.
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