Director - Customer Experience - Gaming

About the Role :

We are looking for an enthusiastic and dedicated customer experience specialist to drive WOW experiences for our players. You will be tracking all points of customer engagement, addressing their queries, and identifying ways to improve our customer experience services.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

What you'll do :

- Leadership role - spearhead multiple teams as a part of the charter, including Customer Support, Risk & Fraud and Payment Operations

- Be the strongest customer advocate for our users and ensure that the customer voice is heard at various forums within the organisation.

- Ensure that all leaders have a clear understanding of the company's vision and goals for customer experience excellence.

- Develop and deploy the company's customer experience strategy, including characterisation of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.

- Develop the service monitoring framework, KPIs, dashboards and drive execution through metrics driven operations.

- Coordinate the various roles associated with customer experience management throughout the company, minimising silos of systems, data, assumptions, hand-offs, performance and customer touch-points.

- Deliver continuous improvement by leveraging process improvements, technological scale and relentless accountability.

- Drive efficiency in the service operations through automation and implementation of technology in every service operation process (robotic process automation, AI, ML etc.)

- Manage differentiated service delivery for high value customers and deliver high customer retention.

- Create a scalable service organisation for handling rapid growth in business (10X in next 2 years)

- Continually evaluate the workforce to ensure we have the right skills, capacity and quality to deliver worldclass support to our players

- Manage & lead the team to develop delivery plans that maximise customer experience and achieve higher value realisation and customer satisfaction.

- Contribute thought leadership and best practices, both internally and externally, around customer experience improvements.

What you'll bring to the role:

- At least 10 years of relevant work experience leading customer support teams in both the voice and non-voice support process in the customer service industry (in large scale B2C orgs)-

- MBA from a Tier 1 B-School preffered

- Must have hands on experience of driving service operations using digital tools and platforms (CRM, Service desk solutions, RPA, chatbot, AI/ML, NLP based automations)-

- Experience in managing command centre / control tower operations in a high transaction / throughput environment (e.g. e-commerce)

- Proven track record of building and running a world class service operations with very high NPS-

- Strong empathy for customers and passion for revenue and growth-

- Experience and comfort working in dynamic environments that requires influencing and driving results across organisational lines

- Ability to communicate complex ideas and abstract concepts through data and written reports and presentations

- History of driving successful change and improvement with impactful and measurable results. High energy and bias for action.

- Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing

- Ability to think strategically, as well as tactically and to exercise sound judgment in priority/goal setting

- Understanding of Consumer research, customer support operations and vendor management

- Get things done in a larger organisation where you are not always in direct control of all the resources to get the job done

- Ability to thrive in a fast-paced, dynamic and high energy environment and comfortable with ambiguity

- Exposure to lean Six Sigma (Certified Lean / Six Sigma Professional will be added plus)

- Having an online gaming experience would be an added advantage