customer experience specialist - community (3768)

As a Customer Experience Specialist, you'll design and enhance interactions that meet customer needs, boost satisfaction, and drive loyalty. Ready to elevate customer experiences and make a real impact?

Your day to day will include:

• Supporting the execution of customer experience strategy in line with the Retail team goals

• Participating in the development of yearly plans for new initiatives, features and journeys based on facts analysis, business goals and compliance framework 

• Assisting in the proposal of performance targets, KPIs, and supporting daily operations to enhance customer satisfaction and experience

• Assessing market and customer insights to drive actionable improvements and supporting the development of product content, mechanics and payouts

• Developing and monitoring analytical reports on performance, identifying areas for improvement and proposing solutions

• Collaborating with marketing teams to shape campaigns and GTM plans that elevate customer experience

• Performing market visits to review how commercial actions are translated to customer experience

• Providing input for new features, participating in User Acceptance Testing (UAT), and monitoring product performance

• Suggesting CRM tactics and loyalty programs to increase customer engagement and enhance brand experience

What you need to succeed: 

• BSc in Marketing, Economics, Business Administration, Economics or relevant field. MSc in relevant topic is desirable

• 3+ years of relevant experience in a similar product marketing within Gaming, FMCG, Telecoms, Banking

• Familiarity with Sportsbook will be considered as a plus

• Business acumen with customer centric mentality and creativity 

• Solid understanding of marketing and product promotion techniques 

• Very good communication and presentation skills

• Good analytical and problem-solving skills

• Solid sales analysis skills (reporting, deep dives, correlations, etc.)

• Teamwork attitude with excellent interpersonal skills

What’s in it for you?

• An award-winning working environment 🚀

• State of the art facilities including gym & restaurant 🏢

• Hybrid working model 💻

• Competitive salary package and bonus scheme 💸

• Health insurance coverage & Pension Plan 🙏

• Monthly food allowance 🍴

• Continuous learning with classroom/digital trainings by OpapAcademy 🎓

• Internal Career Opportunities 💼

• Well-Being Activities 💪

OPAP Group is an equal opportunity employer