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:

Take strategic ownership of our Customer Services and High-Value Customer (HVC) functions, ensuring smooth operations, service excellence, and a player-first experience across all regions. Build meaningful relationships with senior stakeholders and Department Heads, helping to remove blockers and champion collaboration on critical business initiatives. Lead continuous improvement by introducing scalable, forward-looking solutions that reduce inefficiencies and shape future operational strategies. Oversee Employee Relations and performance management within the department, fostering fair, transparent processes that nurture talent and uphold our company values. Coach and develop Team Leaders and senior team members, encouraging leadership growth and building strong succession pathways.

Represent Customer Operations across high-level initiatives and regulatory forums, ensuring operational priorities are clearly understood and championed. Partner with Product, AI, and Development teams to identify and implement automation opportunities that streamline operations and elevate the player experience. Use data insights to understand player behaviour and contact trends across markets, guiding actions that boost engagement, reduce contacts, and shape broader decisions. Seek cost-effective strategies that enable expansion across diverse jurisdictions and help build a truly global service model. Decision-Making & Autonomy: Lead with confidence and independence in shaping strategies, empowering teams, and navigating regulatory frameworks.

Back departmental decisions with thoughtful analysis and data-driven insights. Customer Focus: You’ll be instrumental in crafting an exceptional player experience, strengthening customer retention, and creating a lasting feeling of excellence in our service. Who you are: Required Skills: A seasoned leader of complex, multi-layered operational teams, with experience managing frontline staff and people leaders. Expert in creating and executing strategic plans, with a keen sense of both commercial needs and regulatory compliance. Able to engage and influence senior stakeholders across internal and external regulatory environments. Communicate clearly, confidently, and persuasively within executive and cross-functional settings.

Balancing short-term delivery with long-term vision and transformational leadership comes naturally to you. Experience & Knowledge: 5-7+ years in senior leadership roles within regulated customer operations (e. g. , Head of Department, Director, Senior Manager). Strong track record of leading leaders - overseeing Team Leads, Senior Specialists, or equivalent in large or complex teams. Experienced in managing performance, resolving employee relations cases, and driving department-level operational growth. Deep understanding of regulatory frameworks, audits, and risk mitigation in customer-facing environments. Demonstrated success influencing cross-functional projects and business-level decisions.

Proven ability to scale teams, foster service innovation, and champion automation or digital transformation initiatives. What's in it for you: Enjoy a competitive salary paired with performance-based bonuses. Take advantage of 37 days off, including holidays and flexible public holiday options. Receive tailored relocation packages designed to ease your move. Benefit from flexible working arrangements that support your lifestyle. Grow your career with progression opportunities and personalised coaching. Be part of an inclusive and supportive workplace where your contributions are valued. Connect with colleagues through exciting team events. Stay healthy with premium healthcare coverage.

Keep active with a subsidised gym membership. Ready to make an impact? We’re looking for people who bring smart leadership, uplifting energy, and a collaborative mindset to everything they do.