The Head of Customer Operations leads our customer service operations across Africa. While this role is based in Mauritius, it involves managing Call Centers, and Customer support team, delivering exceptional customer experiences that drive strategic growth and customer excellence, across Africa.

KEY RESPONSIBILITIES:

Strategic Leadership:

• Design and execute a comprehensive customer operations strategy that aligns with STM Consulting business objectives, emphasising player satisfaction and engagement.
• Establish clear KPIs and performance metrics to gauge the effectiveness of customer operations and ensure alignment with overall business goals.

Account Management Leadership:

• Lead and mentor commercial and customer operations teams in providing guidance and support to ensure effective client engagement, retention, and growth.
• Build a culture of positive customer focus & success.

Client Relationship Management:

• Cultivate and maintain strong relationships with key clients across Africa, serving as the primary point of contact for all strategic account-related matters.

Revenue Development:

• Develop and implement a comprehensive account management strategy aligned with the company's business objectives and market trends.

Cross-Functional Collaboration:

• Collaborate closely with sales, marketing, product, and operations teams to align customer success efforts with overall business objectives and drive customer satisfaction and loyalty.

Performance Analysis & Growth Optimisation:

• Monitor and analyse key performance metrics related to customer satisfaction, retention, revenue growth, and account health, providing regular insights and recommendations to senior management. As a key customer champion within the business, ensure that relevant data and analytics are made available to customers and internal stakeholders to demonstrate relevant trends and opportunities.

Regulatory Compliance:

• Stay informed about regulatory requirements and changes in the iGaming industry across concerned regions, ensuring that customer success and account management practices remain compliant at all times.

Team Management:

• Recruit, train, and manage customer service managers and representatives across different countries. Foster a collaborative and high-performing team culture that resonates with local values and practices.

Call Centre Operations:

• Manage the operations of customer service call centers in different countries, ensuring efficient handling of customer inquiries and issues.
• Ensure the provision of support across multiple channels (phone, email, live chat, and social media), adapting to local preferences and ensuring a seamless customer experience.

Customer Experience Enhancement:

• Analyze customer feedback, service interactions, and overall performance data to identify opportunities for process improvements and enhancements to customer experiences.
• Establish systems to gather and act on customer feedback, driving initiatives that enhance satisfaction and loyalty.

Analytics and Reporting:

• Data-Driven Insights: Utilize customer service analytics tools to monitor key performance indicators, identify trends, and inform strategic decisions. Create regular reports to communicate insights and recommendations to the senior management team.

Quality Assurance:

• Implement quality assurance processes to monitor service interactions, ensuring adherence to the company’s standards and regulatory requirements.

Technological Advancement:

• Assess, select, and implement customer support technologies (e.g., Call Center solution, AI chatbots) to enhance service efficiency and effectiveness.
• Collaborate with IT and product teams to leverage technology in improving customer interaction and support processes.

Community Engagement and Brand Advocacy:

• Foster a positive relationship with the customer community, including engaging with customers on social media and gaming forums.
• Encourage brand loyalty by developing ways to interact with customers outside of standard support channels.