Senior Customer Experience Manager – Online Games & Casino
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Job description

INTRALOT is a world-leading gaming solutions supplier and operator active in 45 regulated jurisdictions around the globe.

In 2019, we had €0.7 billion turnover and a global workforce of approximately 3,800 employees, of whom over 700 are based at our headquarters in Athens, Greece.

In 2020, INTRALOT was distinguished as being among the top ten most attractive employer brands in Greece.

INTRALOT is an innovation-driven company focusing its product development on the customer experience. We have designed a new ecosystem of omni-channel solutions for Lottery Games, Betting Games, Interactive Games and VLTs.

Our motto is Business Innovation driven by Digital Technology’.

INTRALOT has been awarded the prestigious WLA Responsible Gaming Framework Certification by the World Lottery Association.

We always act with integrity and enjoy what we do.

To meet our current corporate needs, we would like to bring to our team a

Senior Customer Experience Manager Online Games & Casino

based in Paiania, Athens

As our new team member of Customer Experience and Platforms, your role would be to manage the player interaction with INTRALOT’s games and casino online channels through portals, applications and customer journeys, in order to optimize performance and lead to revenue generation

More specifically, you will undertake tasks, such as :

  • Evaluate current performance in cooperation with local teams
  • Work with local teams and Technology to introduce monitoring tools or enhance existing ones
  • Monitor and evaluate local competition in the countries of operation, as this relates to games and casino online channels
  • Identify issues with UI / UX and propose optimizations or new initiatives based on business case results (e.g. launch an app, modify design aspects)
  • Work closely with the Technology departments by proposing revenue-generating UI / UX enhancements for INTRALOT’s games and casino online channels, based on best practices and up-to-date UI / UX recommendations
  • Identify features or suboptimal customer experiences that result or may result in revenue underperformance
  • Prepare business cases for a series of new UI / UX initiatives for INTRALOT’s games and casino online channels that will generate growth
  • Create business requirements for proposed new features or enhancements that will generate growth, as this relates to the customer experience
  • Work closely with Games and Casino providers to ensure a premium customer experience in online operation
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