Pošalji prijatelju

Customer Experience Specialist (m/f)


Rok prijave:

INTRALOT is a leading gaming solutions supplier and operator!

We are a leading technology company which is uniquely positioned to offer lottery and gaming organizations across geographies market-tested & state-of the-art software & hardware solutions and retail operational expertise.

Our Company offers an integrated portfolio of best-in-class gaming systems and product solutions & services addressing Lotteries, Betting and Interactive games.

We are a Greek multinational corporation, active in 47 regulated jurisdictions around the globe. With €0.9 billion turnover in 2018 and a global workforce of approximately 5,200 employees (3,000 HQ and subsidiaries and 2,200 in associates), INTRALOT is an innovation – driven corporation focusing its product development on the customer experience.

We are currently on the lookout for a high potential Customer Experience Specialist to join Intralot Adriatic in Zagreb (Croatia).

Intralot Adriatic is a subsidiary of Intralot Group, a young company in a growing mode that comprises of a small group of highly experienced professionals working side by side with the company’s large corporate client, Croatian Lottery.

As our new Customer Experience Specialist, you will develop player journey strategies and inspire player-centric programs & promotions in order to ensure the efficiency of player experience, with a view towards profitability and growth of the Company.

Customer Experience Specialist

You will be involved in the following two important areas of:

Customer Management, where you will:

  • Provide best gaming industry practices in order to develop and establish long lasting customer relationships that stimulate engagement and revenue
  • Develop player journey strategies and inspire player-centric programs & promotions which aim at maintaining and improving player experience
  • Make necessary improvements in incentives scheme developed for top players
  • Liaise with marketing teams internally and externally in order to design, communicate, and execute promotions and campaigns related to market and player segment
  • Work closely with CRM team to ensure proper segmentation of promotional and bonus offers
  • Monitor budget with focus on VIP customers’ costs
  • Ensure that all tasks are executed according to the Company's Responsible Gaming Process

Customer Reporting & Monitoring, where you will:

  • Monitor and analyze VIP database on a daily basis and take appropriate actions to ensure maximum value through their lifecycle
  • Keep an eye on individual customer performance and ensure that bonuses, gifts and other types of offers/benefits are offered in accordance with business requirements
  • Evaluate and report on the performance of VIP players (budget and costs versus targets on a daily/weekly/monthly basis to relevant stakeholders)
  • Ongoing monitor and report VIP player engagement
  • Make necessary escalations to the responsible teams based on feedback provided by VIP players
  • Build strong customer knowledge base needed for launch customized promotions for VIPs and for potential ones
  • Develop player profiles by collecting and analyzing VIP players behavior/gameplay, interests, likes and dislikes to optimize operational activities

Please consider the following criteria for our job opening:

  • You have already acquired your higher education degree in Business or Marketing or in a relevant area of study; MBA or master’s degree will be considered a plus
  • You have min 3 years of professional experience in Marketing, Product Marketing or CRM positions
  • Experience in developing player engagement and CRM strategies will be considered a plus
  • Experience in Product Management principles is an advantage
  • You possess strong commercial acumen with solid financial analysis skills
  • You have the ability to learn and adjust quickly to a dynamic and changing environment
  • You are fluent in English language (both oral and written skills)
  • And last but not least, you do relish the idea of working in a Team
  • As a personality, you are distinguished for your problem-solving abilities. You are very keen to build strong customer relationships, so, very good communication & negotiation skills are your strong points

Our Company offers:

Our vision is to attract and develop the most talented people in our industry, and to provide all the necessary means and procedures to support them, not only to fill their job description but also to go above and beyond expectations!

Thus, we provide:

  • Global Career Opportunities! We offer exceptional opportunities to learn, develop and grow in a multinational environment
  • Continuous learning: An extensive training program upon induction and throughout your employment with us
  • A competitive remuneration package based on your professional profile

In INTRALOT, we empower people who are technology and innovation enthusiasts, who are resilient, flexible and ready to leave their own mark.

We offer our people employment opportunities in a cutting-edge technology environment and provide them with prospects for professional development and personal growth both locally and globally. The only prerequisite is your willingness to learn and develop.

We are an Equal Opportunity Employer. We do not discriminate in any employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital status, medical condition or disability, or any other legally protected status.

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