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:

Build strong, collaborative relationships with Team Leaders and colleagues across departments to ensure smooth teamwork and timely resolution of daily challenges. Take ownership of resolving service issues by using real-time data, team feedback, and root cause analysis to deliver both quick fixes and long-term solutions. Foster a positive and accountable team culture that encourages continuous learning, constructive feedback, and recognition of individual and team achievements. Identify inefficiencies and workflow gaps in daily operations, and lead process improvements that boost speed, consistency, and quality.

Manage employee relations and team performance conversations in line with HR policies, escalating complex matters to senior leadership when needed. Coach and mentor Team Leaders and senior agents, offering supportive feedback and guidance to help grow leadership skills and maintain team engagement. Oversee onboarding and integration of new team members, ensuring they feel welcomed, supported, and confident in their roles and responsibilities. Monitor service metrics and contact trends to spot recurring issues, adjust team priorities, and proactively reduce avoidable customer contacts. Take responsibility for team SLAs and share daily resourcing updates with management to support decision-making and planning.

Who you are: Required Skills: You have proven ability to lead and develop operational teams with empathy and clarity. Strong people management and coaching skills, focused on empowerment and growth. Clear and confident communicator - able to give feedback constructively, navigate challenges, and align teams effectively. Analytical thinker who can interpret performance data and turn it into meaningful actions. Skilled in managing service KPIs like SLAs, CSAT, QA, and productivity metrics. Highly organized, with excellent prioritization and time management abilities. Calm and resilient under pressure, with a proactive approach to problem solving.

Comfortable working with cross-functional teams including Compliance, Tech, HR, and Product. Experience & Knowledge: Experience in customer service, support, or operations leadership - typically managing teams of 10–30+ people. Previous responsibility for team performance, quality, coaching, and engagement. Familiarity with handling performance and employee relations conversations with fairness and professionalism. Experience working in gaming across multiple regulations. Comfortable using performance dashboards, CRM platforms, or support ticketing tools (e. g. , Oracle). Proven ability to contribute to operational improvements and process changes based on data and frontline feedback. 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. 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. We’re committed to creating a workplace where everyone feels respected, supported, and empowered to thrive. We value diverse perspectives and believe they lead to stronger teams and better outcomes. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply - your unique experiences and potential matter more than checking every box.