Customer Retention & Customer Service Manager at Human Capacity Development Consultants (HCDC)

JOB DESCRIPTION

Reporting to the General Manager, the Customer Retention & Customer Service Manager will be directly responsible for retaining the company’s online gaming customers, maximizing value by continuously keeping the customers interested and engaged in the company’s offering. The secondary area of responsibility is defining and implementing the company’s customer service.

RESPONSIBILITIES

• Defining, optimizing, implementing and managing use of all retention channels
• Budget responsibility for all retention campaigns
• Life-time value optimization
• Improving the company’s offering to surpass customer expectations
• Reporting, monitoring and analysis of all retention campaigns (including daily, weekly and monthly
• KPI reports to senior management)
• Defining, implementing and managing customer services ensuring the service level provided to customers is in line with international best practise.

PERSON SPECIFICATION/REQUIREMENTS

• Minimum 2 years directly relevant experience in sport betting
• Positive-Can-Do attitude
• Keen interest in football and gaming.