Player Success Manager

Remote: St Albans, Birkirkara, Gibraltar|hybrid

Mr Who?

MrQ - we're an awesome, award winning online casino launched in 2018. We're big on tech, big on performance and most of all - big on fun. Over the years, we have experienced explosive growth - which means we need more rock stars to join our quest for total world domination.

Our Player Success team love to talk and it’s their job to safeguard Mr Q’s mission to shift the world’s perception of what gambling should be - fun. Often the first voice that our customers will come in contact with, you’ll have a unique opportunity to build relationships and educate during key points in their account lifecycle. As a Player Success Executive, you will play an important role in retention, building relationships and providing education to foster trust resulting in long-term sustainable customers.

What You Will Do

  • Lead and manage a team of Player Success/Insights Executives, providing guidance, support, coaching and mentorship.
  • Uphold strong performance in complaint management, ensuring effective resolution of complaints at an early stage and inline with our regulatory obligations.
  • Extract learning and insight and develop a mechanisms for sharing this internally, supporting a culture of continuous improvement.
  • Identify business opportunities and encourage, build & pursue customer growth.
  • Strategic leadership and direct involvement in Player Success activities.
  • Analyse customer feedback and usage data to identify trends and areas for improvement.
  • Set performance goals and conduct regular performance reviews for the Player Success/Insight team.
  • Foster a positive and collaborative team environment, promoting continuous learning and development.
  • Monitor key performance indicators (KPIs) and metrics to track the success and impact of Player Success/Insights initiatives.
  • Work closely with key stakeholders and other departments to ensure a cohesive approach to player success.

What We're Looking For

  • Proven ability to lead, mentor, and coach a team.
  • Strong organisational skills to manage multiple tasks and priorities effectively.
  • Ability to understand and address customer needs and objectives, ensuring high levels of satisfaction and retention.
  • Proficiency in analysing data and metrics to derive actionable insights and drive customer success initiatives.
  • Comfort with using technology to manage customer relationships and track performance.
  • Strong initiative and a proactive mindset to anticipate customer needs and address potential issues before they arise.
  • Ability to adapt to changing circumstances and handle challenging situations with resilience and professionalism.
  • Flexibility to adjust strategies based on evolving customer needs and industry trends.

What We Offer

At MrQ, we take pride in providing an array of fantastic benefits to our valued team members. Enjoy a competitive salary package that recognizes your hard work and dedication. Need some extra time off? We've got you covered with additional leave days, and we believe in celebrating life's special moments, including your birthday, with dedicated birthday leave. Family matters to us, too, which is why we offer a generous four-week parental leave. Your well-being is our priority, supported by international health and life insurance. Stay motivated with wellness incentives and seize opportunities for personal and professional growth with our growth allowance. Embrace a flexible working environment that caters to your needs, and join our friendly and multinational team, where collaboration and camaraderie flourish. At MrQ, we're committed to ensuring that your experience with us goes beyond just a job – it's a fulfilling journey with a supportive community.

We are committed to fostering a workplace that values and celebrates diversity. We welcome individuals of all backgrounds and experiences, and we believe that a diverse and inclusive environment leads to innovation and success. We actively promote equal opportunities for all employees and strive to create a space where everyone's voices are heard and respected. Join us in our journey to build a truly inclusive workplace where every person can thrive and contribute to our collective success.

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