Player Success Manager

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:

• Develop strong working relationships with Team Leaders and cross-functional colleagues to ensure smooth collaboration and timely removal of day-to-day operational blockers.
• Take ownership of resolving service issues, using real-time data, team feedback, and root cause analysis to implement both immediate and sustainable solutions.
• Embed a positive, accountable team culture, promoting continuous development, constructive feedback, and a focus on individual and team performance.
• Identify inefficiencies and workflow gaps within daily operations and lead process improvements that increase speed, consistency, and quality.
• Manage employee relations cases and team performance conversations in line with HR policy, escalating complex issues to senior leadership where needed.
• Coach and mentor Team Leaders and senior agents, providing feedback, support, and guidance to grow leadership capability and maintain engagement.
• Oversee onboarding and integration of new team members, ensuring readiness, engagement, and understanding of operational and compliance expectations.
• Monitor service metrics and contact trends to identify recurring issues, adapt team focus, and proactively reduce avoidable player contacts.
• Take ownership of the teams SLAs and presenting daily resourcing positions to wider management for insight and solutions.

Who you are:

Required Skills:

• Proven ability to lead and develop operational teams
• Strong people management and coaching skills
• Clear, confident communicator – able to provide feedback, handle challenges, and align teams effectively.
• Analytical thinking, with the ability to interpret performance data and convert it into meaningful actions.
• Skilled in managing service KPIs, such as SLAs, CSAT, QA, and productivity metrics.
• Highly organized with strong prioritization and time management skills.
• Resilient under pressure, with a proactive approach to problem solving and incident response.
• Comfortable working with cross-functional teams including Compliance, Tech, HR, and Product.

Experience & Knowledge:

• Experience in a customer service, support, or operations leadership role – typically managing teams of 10–30+ people.
• Previous accountability for team performance, quality, coaching, and engagement.
• Familiarity with handling performance and employee relations conversations.
• Exposure to working in gaming across multiple regulations
• Experience of using performance dashboards, CRM platforms, or support ticketing tools (e.g., Oracle)
• Demonstrated ability to contribute to operational improvement and process changes based on data and frontline feedback.

 Special Certifications or Qualifications:

• No formal qualifications required – we value relevant experience.
• Desirable: Training in leadership, customer service, or team management (e.g., ILM, CIPD, NVQ, or internal frameworks).
• Advantageous: Familiarity with compliance training, QA auditing, or Lean/Process Improvement

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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