Director of Customer Experience

Casumo was established in 2012 and has been leading the innovation of the iGaming industry ever since. Known for its unique and lovable brands including Casumo and Dunder, the group continues to develop and deliver best-in-class gaming products and experiences. We believe in the power of collective genius and look for idea generators, solution seekers and ingenious innovators that want to play a part in pioneering our brands into the future.

Role Overview:

The Customer Experience Director will oversee the Customer Service and Risk, Fraud & Payments teams. This leadership role requires a strategic thinker with a hands-on approach, adept at managing teams across multiple locations, and fostering a culture of innovation, efficiency, and excellence. The chosen candidate will have a strong understanding, experience and vision for AI-driven automation to create frictionless customer experiences in a digital (iGaming) environment.

Key Responsibilities:

• Leadership and Team Development: Lead, mentor, and grow junior and medior leaders within the Customer Service and Risk, Fraud & Payments teams.

• Strategic and Operational Oversight: Balance strategic planning with hands-on operational management to ensure optimal performance and continuous improvement.

• AI-Driven Automation: Drive the integration and implementation of AI technologies to enhance operational efficiency and customer satisfaction.

• Metrics and Capacity Management: Develop and utilize metrics to monitor performance, capacity, and productivity, ensuring teams meet and exceed targets.

• Guardrail Establishment: Set clear guidelines and operational standards, to ensure compliance and consistency.

• Industry Knowledge: Utilize in-depth industry knowledge to anticipate trends, challenges, and opportunities, positioning Casumo as a market leader.

• Cross-Cultural Leadership: Demonstrate an understanding and ability to manage and lead within the Balkan cultural context, particularly in Macedonia, and in the meantime build a cultural connection with the Malta HQ and other hubs.

• Collaborative Culture Building: Foster a culture of ambition, problem-solving, connectivity, and bridge-building across all teams and locations.

Requirements:

• Proven leadership experience in managing and developing diverse teams.

• Strong strategic and operational acumen with a hands-on mentality.

• Deep understanding of the gaming industry and related operations.

• Affinity for automation and AI technologies, with a track record of successful implementation.

• Metrics-driven approach with expertise in capacity management and performance monitoring.

• Ability to set and enforce clear operational guidelines and standards.

• Experience in managing teams within a Balkan cultural context, particularly in Macedonia.

• Excellent problem-solving, communication, and interpersonal skills.

The Perks:

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces. In addition to that, you’ll enjoy:

• 2 weeks Work From Anywhere (increased to 4 weeks after longer duration of employment within the Company): explore the world while working remotely!

• Wellness incentives, including a fitness allowance and mental well-being services

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses, known as Casumo College, for continuous learning and growth

• An incredibly diverse team of smart, kind and motivated colleagues from more than 48 countries

• Social events (both physical &/or online) for building strong relationships with colleagues from all across the organization

Great minds don't think alike

At Casumo we're all different. By building a team where difference is embraced, through our lived experiences, our beliefs, and who we are, we create a diverse and inclusive home for all our 'sumos. It's about keeping it real and being your true self. Because, great minds don't think alike; the more diverse we are, the better we become, together.