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About the job

• Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

People Management

• The Customer Service Manager manage and motivate the Service Leads to ensure that they are effectively leading their individual teams and holds them accountable for key deliverables. They ensure that team leaders and Hosts feel supported through their management approach. They develop a high-performance culture by ensuring that positive performance is appropriately recognized and that under-performance is managed. The Call Centre Shift Manager is responsible for reviewing and setting up KPIs that are realistic, achievable and in line with the benchmarks of the business. The Customer Service Manager manages Host’s KPIs through the Service Leads.
• They monitor and report on Hosts’ productivity on a monthly basis ensuring that the team delivers on metrics and daily targets as per the regions agreed upon KPIs. They ensure feedback is provided to Hosts and action plans are put in place to improve results. They manage Hosts Service Level Agreements, aiming to achieve team targets.
• This role manages workforce planning which includes managing contingencies in line with high-level business objectives. They manage all resources, people and systems in conjunction with support areas. The Customer Service Manager ensures effective management of rostering, overtime, attendance to training, meetings and managing all leave requests.
• The Customer Service Manager takes full accountability for quality of service by collaborating with the Knowledge management team.

Managing Information, Workflow and Escalations

• The Customer Service Manager manages information and workflow between the service center, business units and stakeholders. They ensures regular, meaningful, and consistent player experience testing is being executed. The role also reviews the incidents logged. The Customer Service Manager ensures that all High Value Client escalations, risk escalations, CRM escalations and shift follow -ups are attended to in a timely manner. They engage in customer facing issues that are business impacting and drives resolution through engagement with various business units. They ensure all market relevant information provided by Market Development Managers, Operations Managers and other management is filtered down appropriately. The Customer Service Manager manages and motivate Service Leads and Service Centre Hosts to complete ad-hoc tasks in line with company objectives.

Coaching and Development

• The Customer Service Manager coaches and supports the Service Leads in a manner that ensures that they in turn are effectively managing their teams and developing their Hosts. They make provision for resources, tools and training to ensure optimally skilled Leads and Hosts, who thoroughly understand the business and all relevant metrics when dealing with customers (e.g. product knowledge, commercial understanding, general business knowledge, escalation process).

Resource Management and Problem Solving

• The Customer Service Manager in conjunction with all escalation platforms, manages and delegates trouble shooting for technical issues until resolution. They are accountable for the management and resolution of all escalated queries. They problem solve by handling high impact incidents and following the necessary escalation procedures.
• This role closes the loop on all customer related contacts or transactions. They ensure that customers who experience any service failure are handled in an appropriately urgent and sensitive manner. They also take ownership of customer retention initiatives in cases of service failure.
• They ensure effective workforce planning and management (all resources including people and systems/technology) in conjunction with core support areas. The Customer Service Manager ensures effective management of rostering, overtime, attendance to training, meetings and managing all leave requests.

Reporting

• The Customer Service Manager monitors, reviews and analyses measurements and reports and gives feedback on player query trends and insights. They are responsible for the compilation of the Incident report which provides information to management in terms of technical issues that influenced CSC results and the Customer Service Report. They put action plans in place to enhance and improve service delivery. This role also acts upon trend analysis, brought forward by the coaches, in order to improve overall quality of the CSC.

Stakeholder Relationships and Strategy

• The Customer Service Manager facilitates and cultivates Stakeholder relationships and growing the markets. Maintains brand integrity and ensure nuances are maintained and keeping stakeholders informed.

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Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

We have an opportunity for a Marketing Manager to join our team, working closely with the in-country team as well as the multiple stakeholders based in Nigeria, namely:

• Designated or required agencies and partners Shared services team in JHB comprising:
• Research, measurement and data analysis
• Media
• Social Media
• Activations
• Sponsorships
• PR
• Creative and Brand
• Digital Marketing (Including SEO, PPC, affiliate marketing and digital media)
• CRM Services (including player retention, high value customers and segmentation)
• Marketing Operations and Channels Manager to ensure implementation of branding per marketing channel is done according to brand guidelines
• General Marketing Management
• Provide continuous feedback on market conditions and business performance Seek and propose marketing opportunities to improve marketing efforts that will drive improved business results Create and drive marketing strategy and rollout plans and timing per Country Construct and execute the required Marketing plans for all marketing and distribution Channels in conjunction with all Chanel owners Consistent monitoring of competitor activity Manage the efficient spend of marketing budgets and report on this on a monthly basis Contribute to any store strategy and objectives where relevant Make suggestions regarding the marketing strategy and to execute this strategy including, but not limited to the elements below:
• Design, monitor and control the overall plan of action to achieve a given goal and strategy
• Goal setting and targets
• Messaging contribution - what are we trying to say, to whom, how, when and where
• Positioning
• Budgeting
• Constant reporting and analysis
• Customer acquisitions channels, selection and measurement
• Social
• Digital
• ATL
• BTL
• Activations
• Sponsorships
• Retention strategy and CX
• Segmentation
• Messaging
• Yield management
• VIP
• Offers and promotion strategy
• *This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

SKILLS AND EXPERIENCE REQUIRED

• Relevant tertiary qualification is advantageous
• Experience in full marketing function, end to end is essential, with 5 - 10 years minimum relevant experience
• Strategic and analytic mindset to build and implement a strategy and drive results
• In-depth knowledge and understanding of consumer behaviour and use this to drive and implement a relevant marketing strategy
• Experience with diverse resource environment and ability to work with a diverse set of stakeholders
• Good interpersonal skills, able to work effectively with staff at different levels
• Excellent communicator, with both verbal and written communication skills
• An organised individual with the ability to plan and prioritise
• Strong commitment to providing an exceptional customer experience
• Excellent project management skills
• Must be deadline and target driven with good time management
• Highly computer literate
• Ability to work under pressure and adapt well to change 
• Must have a proven track record of campaign rollout
• Ability and willingness to travel into African markets from time to time is essential

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Interested applicant(s) should possess relevant qualification and experience