Head of Gaming Operations

Online Gaming - Customer Service and Call Centre


RecruitGibraltar are currently recruiting for a Head of Gaming Operations to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the Head of Gaming Operations role?

The Head of Gaming Operations will oversee the performance of the digital gaming products offering across the gaming brands and will act as the hub of all internal activity in bringing Marketing, Product Development and Customer Service together through communication of the customer experience from end to end. The role is responsible for leading the long term strategy and activity of the gaming products operations across all gaming brands as well as all day-to-day gaming operations, to achieve annual budgets of gaming NGR revenue.

The role is responsible more specifically for devising and implementing the product content strategy, Product development and overseeing marketing planning and activity for the brands. You will work to drive the delivery of key KPI targets across the Gaming brands.

What will you do as a Head of Gaming Operations?

Accountable for achieving Turnover, GGR, NGR and Actives targets and performance of the gaming products through key game launches, strategic promotional deployment, site optimisation and innovation across all gaming products
Leading operations across all gaming brands , to ensure best-practices from both brands are implemented, whilst maintaining separate brand identities
A strategic and inspiring leader that provides leadership and direction to the team, creating and embedding a culture where continuous improvement is embraced
A leader that mentors and develops the team by providing development, coaching, objectives setting and performance management
Drive strategy around new gaming variants targeting females and ensuring the product roadmap delivers content pertinent to the target audience.
Alongside technical support teams, own the gaming incident management process from the perspective of our customers
Identify and automate manual process to increase operational efficiency and improve customer experience
Ensure that Content Development team deliver the best gaming content that match our players profile and preferences across each brand
Drive a fact-driven approach to optimise bingo/gaming content positioning and hierarchy across all gaming websites and apps
Work closely with Customer Service & Analytics team to identify and fix customer journeys and reduce contact-drivers
Work closely with VIP team to optimise the gaming proposition in order to retain and develop VIP customer value and retention through bonuses, customer experience and content portfolio

What do you know that makes you a great Head of Gaming Operations?

Experience managing large multi-brands gaming operations
Strong customer-experience and product vision
Strong knowledge and understanding of the gaming industry and major competitors
Experience in a multi-brand business
Previous P&L ownershipdesirable
Experience of working in a complex/dynamic fast paced environment is essential

Salary to attract the best, with bonus & an excellent relocation and benefits package.

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