Marketing and Growth Executive – Casino
Betclic Group
Senior Manager, CX Business Operations
Remote
full-time
Posted on:
Origin: • 🇪🇺 Anywhere in Europe
Visit company websiteSalary
💰 $58,000 - $130,550 per year
Job Level
Senior
About the role
- Oversee CX tooling strategy and execution, including Zendesk and Customer Success platforms, ensuring systems are optimised, adopted, and continuously improved
- Manage, optimise and enable CX and wider operational teams to deliver best-in-class customer experiences
- Set clear expectations, provide feedback, and guide team members’ growth through mentorship and structured performance management
- Lead and be accountable for large, cross-functional initiatives that improve efficiency, scalability, and effectiveness of CX tools and enablement processes
- Partner with Product, Engineering, Support, and other teams to drive alignment and deliver operational enhancements
- Build relationships with senior leaders and key stakeholders, secure buy-in, align goals, and ensure transparent communication
- Identify process gaps, implement innovative solutions, and leverage data and insights to elevate customer interactions and team performance
- Lead change initiatives to integrate new processes, tools, and best practices, ensuring smooth adoption
- Define and track key success metrics for operational and programmatic initiatives
- Report to Senior Director, CX Strategy & Business Operations; member of Customer Experience - CX Operations team; manage a team of 5; location: EMEA; start date: As soon as possible
Requirements
- Proven senior leadership experience in CX operations, customer enablement, or strategic leadership within fast-growing organisations
- Proven experience managing CX tooling and systems, including Zendesk and Customer Success platforms (e.g. Vitally), as well as broader CS operations and enablement
- Proven experience in leading high-performing teams, with focus on setting expectations, monitoring performance, and developing team members
- Strong interpersonal and communication skills with experience engaging stakeholders across all levels, including senior executives
- Ability to work autonomously, prioritise effectively, and drive complex projects to completion in a remote and distributed environment
- A metrics-driven mindset with capability to define, measure, and improve operational success metrics
- Experience in Human Resources / Employee of Record (EOR) or SaaS industries is highly valued
- Writes and speaks fluent English
- Experience working remotely considered a plus
