Head of Managed Services

Company Intro:

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

About the job:

EveryMatrix Gaming Managed Services provides a 360-degree service for B2B clients looking to outsource gaming operations. EveryMatrix does not hold B2C licenses and do not provide white labels. The clients of the Managed Services would thus always operate on their own license.

Utilizing industry best practice and expert knowledge of EveryMatrix’s own proprietary technology, the Gaming Managed Services team provides support to clients across marketing and operational functions intended to optimise user journeys, improve player value and adhere to regulatory requirements including Responsible Gaming. We provide a tailored approach per client that accounts for each brand’s unique aspects and aims to incorporate their USPs into the player experience. Clients can be as hands on or off as they desire, our service allows for swift launches and lower overheads for new brands and seamless migrations for established brands with player journeys replicated and enhanced for optimal performance.

The Service ensures a personalized player’s experience, not only for VIP Players but for every Player. This must include that the Player is continuously presented with the most relevant betting offers and games with a consistent cross product risk management implemented. It can also include payments and player KYC management.

The services are delivered by a diverse team spanning multiple offices in Bucharest, Zagreb and Malta as well as by engaging with the multiple internal business units that serve our clients. Planning, reporting and execution is made transparent to the client at all times, with clients having a dedicated point of contact within the GMS team for regular communication.

Responsibilities:

• Directly contribute to the profitability of the department;
• Closely work with Clients to ensure optimal growth in client revenues;
• Manages personnel within the division (organizing internal team structures and coordinating with subordinate team leaders and HR in assuring optimal staffing);
• Builds on the existent strategy and the vision of Gaming Managed Services. Use of all relevant sources of information to ensure effective decision making and to guide and deliver effective customer interaction;
• Implements the strategic plan, execute, measure, and optimize customer lifecycle programs. Manage programs that leverage customer behavior;
• Follow up with company policies and make sure they are correctly implemented within the team;
• Ensures team growth and motivation;
• Sets business goals
• Evaluates the success of the department;
• Ensures that operational insights are given to various product teams, PAM, Casino, Sports, Payments, etc.
• Develops and implements operational policies;
• Where necessary, challenges current performance levels;
• Makes informed decisions determining appropriate mitigation actions for any risk identified;
• Keeps abreast of competitor programs and provide insights on this to team.

Requirements:

• 5 years’ experience on similar role within the B2C iGaming industry (CEO, COO experience is desirable);
• Solid technical background with understanding and/or hands-on experience in software development and web technologies;
• Experience with CRM platforms with segmentation and journey builder capabilities;
• Deep understanding of lifecycle marketing, direct marketing and lifecycle best practices;
• Ability to interact professionally with clients and stakeholders and solicit their input for potential requirements and design features is needed;
• Profit and loss, balance sheet and cash flow management;
• Team management experience;
• Ability to get up to speed quickly on new issues and to make sound judgments on them;
• Having a can-do, problem-solving attitude;
• Ability to plan own workload effectively and to delegate;
• Sociable personality;
• Ability to work under pressure.

Benefits:

• Internal & external training;
• Access to online subscriptions on learning platforms.

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference! EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.