Head of Player Experience

At our Gibraltar-based Lotto company, people come first. Belonging, impact, and purpose drive our success. We invest in personal growth, offering a unique work environment. With 15 markets, 400+ employees, and 20 million customers worldwide, we're where you belong. Experience extraordinary growth with us.

Lottoland empowers both customers and employees. 2018, we paid out €90 million, a Guinness World Record. Now, we're enabling bigger dreams through meaningful actions. Our open culture fosters genuine connections, resilience, and ownership. Your values matter as much as your skills. This is your extraordinary chance. Find purpose and meaning in a one-of-a-kind Land. 

What you will do:

• Strategically lead the Customer Services and HVC functions, ensuring operational alignment, service excellence, and a commercially responsible player experience across all markets.
• Develop and maintain high-impact relationships with senior stakeholders and Department Heads, removing cross-functional blockers and driving collaboration on business-critical initiatives.
• Drive continuous improvement through the implementation of scalable, long-term solutions, removing inefficiencies and embedding future-focused operational strategies.
• Own all aspects of Employee Relations and performance management for the department, ensuring fair, consistent processes that maximise talent and support organisational values.
• Coach and develop Team Leaders and senior staff, fostering leadership growth, building succession pipelines, and elevating team performance.
• Represent Customer Operations in high-level cross-functional initiatives and regulatory forums, ensuring operational needs are fully understood and prioritised.
• Collaborate with Product, AI and Development teams to identify and implement automated or semi-automated solutions, delivering operational efficiencies and enhanced player experiences.
• Use data-driven insights to analyse player behaviour and contact trends by market, shaping targeted action plans that improve engagement, reduce contact rates, and inform broader business decisions.
• Find cost effective solutions that allow us to expand into multiple jurisdictions and build a global service offering.

Decision-Making & Autonomy:

• Operates with high autonomy in designing and implementing strategies, managing teams, and executing regulatory compliance measures.
• Represents their department led decisions with confidence and data.

Customer Focus:

• Directly responsible for enhancing customer experience, player retention, and creating a feeling of excellence from our services.

Who you are:

Required Skills:

• Demonstrated leadership of multi-layered operational teams including both frontline staff and people managers.
• Skilled in setting and executing departmental strategy, with strong commercial and compliance awareness.
• Current peer group of senior internal stakeholders and external regulatory bodies.
• High-level communication and influencing skills suitable for executive and cross-functional environments.
• Ability to balance short-term execution with long-term transformation and change leadership.

Experience & Knowledge:

• Minimum of 5–7 years in a senior leadership role within a regulated customer operations environment (e.g. Head of Department, Senior Operations Manager, Director-level).
• Proven responsibility for leading leaders—managing Team Leaders, Senior Specialists, or equivalent roles within large or complex teams.
• Experience managing performance, employee relations cases, and operational development at a department-wide level.
• Significant exposure to regulatory frameworks, audit processes, and risk mitigation within a customer-facing function.
• History of influencing cross-functional projects and participating in decision-making at the business level.
• Experience with scaling teams, driving service innovation, and implementing automation or digital transformation initiatives.

Special Certifications or Qualifications:

• Desirable: Qualification in Operational Management, Business Administration, or Compliance/Risk Management.
• Training or certification in Leadership Development, Change Management, or Process Improvement (e.g., Six Sigma, Lean) is advantageous.

What's in it for you:

• Competitive salary and performance-based bonuses.
• 37 days off, including holidays and flexible public holiday options.
• Tailored relocation packages.
• Flexible working.
• Career progression and coaching.
• Mental health support.
• Inclusive environment.
• Exciting team events.
• Premium Healthcare.
• Subsidised gym membership.
• Fresh fruit and refreshments.

Why Choose Lottoland:

• Flexibility, inclusion, and common purpose.
• Supportive growth and deeper connections.
• Genuine collaboration and ownership.
• Values-driven success.
• Embrace Gibraltar's sun-soaked lifestyle.

Our Culture:

• Innovation thrives here.
• Passion is celebrated.
• Customer focus drives us.
• Empowerment meets accountability.
• Grit and integrity are vital.

Join Lottoland - where innovation meets purpose. Explore more at www.lottolandcorporate.com. Your unique journey starts now.

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