We are seeking an experienced and dynamic Customer Experience (CX) Lead to oversee and drive the customer experience strategy across our client's portfolio of innovative products, including CXM, GamePark, PayLab, and DatGrid. As CX Lead, you will ensure that each product delivers exceptional, consistent customer experiences while maintaining operational efficiency through centralized functions such as customer support, marketing, and data analytics. You will collaborate with product-specific teams, helping them align customer satisfaction with business outcomes, and directly contribute to the overall growth and success of each product.
**Key Responsibilities**:
Customer Experience Strategy:
- Develop and execute a unified CX strategy that enhances customer satisfaction, loyalty, and retention across all products (CXM, GamePark, PayLab, DatGrid).
- Align the CX strategy with each product's unique market positioning and business objectives, ensuring customer-centricity at every stage of the customer journey.
Team Leadership:
- Lead, mentor, and develop the centralized customer-facing teams, including customer support, first-line support (NOC), marketing, data analytics, and customer insights.
- Ensure the centralized CX functions efficiently serve the specific needs of each product while maintaining consistency in service levels.
Collaboration with Product Teams:
- Work closely with the Heads of Product for each product to ensure customer feedback and insights are incorporated into product development, marketing strategies, and service delivery.
- Collaborate with Product Marketing Managers (PMMs) and Customer Success Managers (CSMs) for each product to optimize customer touchpoints, onboarding, and support processes.
Customer Support Excellence:
- Oversee the Customer Support Manager and ensure the support teams (shared across all products) deliver timely and effective assistance to users, aiming for high customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Ensure smooth operations of the NOC/First-Line Support Team, focusing on system reliability and issue resolution, to maintain excellent user experiences.
Insights and Analytics:
- Lead the Customer Insights Manager and Data Analyst in gathering actionable insights from customer feedback, support interactions, and product usage data.
- Regularly report on customer satisfaction, engagement metrics, and key performance indicators (KPIs) to the CEO and Heads of Product.
Cross-Functional Coordination:
- Liaise with the Sales Lead to ensure that customer expectations set during the sales process align with the actual customer experience.
- Partner with the Head of Marketing to ensure all communication, campaigns, and touchpoints maintain a consistent voice and brand image across all products.
Process Improvement:
- Continuously review and refine CX processes, tools, and systems to improve efficiency, reduce friction, and enhance the overall customer journey.
**Key Qualifications**:
- Minimum of 7 years of experience in customer experience, customer success, or a similar leadership role, ideally managing CX across multiple products or services.
- Experience working in SaaS, AI-driven tools, financial technology, or data platforms is a strong advantage.
- Online gambling and marketing experience
- Proven experience managing cross-functional teams and driving high performance in customer-facing departments such as support, marketing, and customer success.
- Ability to work collaboratively with product management and sales teams, aligning customer goals with business priorities.
Deep understanding of customer behavior, customer journey mapping, and experience optimizing touchpoints to improve engagement, satisfaction, and retention.
- Passion for building a culture of customer excellence and advocacy.
Strong data-driven decision-making skills, with the ability to analyze customer data and translate it into actionable strategies for improvement.
- Familiarity with key CX metrics such as CSAT, NPS, Customer Effort Score (CES), and churn.
Excellent interpersonal and communication skills, with the ability to engage stakeholders across all levels, including product, sales, and executive teams.
- Strong presentation skills, with the ability to present insights, reports, and recommendations to senior management and the board.