Head of Customer Experience

We are hiring Full Time, Head of Customer Experience to support our client, this role has to be based in Europe however the candidate will be working remotely. 


Purpose of the Role:

The Head of Customer Experience plays a crucial role in managing and enhancing all facets of customer experience operations. This position focuses on ensuring a seamless journey from customer onboarding to long-term retention, with a primary goal of maximizing the Lifetime Value (LTV) of each customer. Responsibilities include guiding customers in finding suitable products, encouraging sign-ups and initial deposits, and maintaining their ongoing engagement and satisfaction, ultimately driving maximum revenue per customer at an optimal cost.

2 phases

Initial Phase Responsibilities:

• In the early stages, this role requires a hands-on approach to address the immediate needs of coinhero.io and lay the groundwork for our long-term vision of developing proprietary platforms and brands.
• Key tasks include setting up CRM communications, developing bonus structures, creating loyalty programs, and managing ongoing campaign events and communications.
• The role demands a skillful blend of immediate operational involvement and strategic planning for sustainable growth.

Long-Term Vision:

• After establishing a solid customer base and achieving initial success, the role will evolve into a more leadership-focused position.
• With our 2nd brand on our own bespoke platform coming up the responsibilities will expand to include recruiting and leading a team of VIP agents, CRM executives, external copywriters, and other professionals.
• As the company grows and achieves positive results, the role will shift from hands-on execution to a more strategic, innovative, and supportive leadership function.

Key Responsibilities:

Traditional CRM:

• CRM Management: Lead the development and improvement of CRM processes, focusing on efficient onboarding, lifecycle management, and reducing customer churn. This includes creating assets, distributing them, analyzing results, and making continuous improvements.
• Funnels and Automated CRM: Oversee and execute automated CRM activities across various channels, including onboarding, churn prevention, VIP detection, lifecycle stages, and system messaging.
• Continuous CRM and Campaigns: Plan and manage communication and campaigns to consistently engage and entertain existing customers, aiming to reduce churn and increase spending.
• VIP Clientele: Develop and implement strategies to identify, nurture, and grow relationships with VIP clients.

Product (experience/LTV):

• Digital Navigation: Enhance the user experience on the platform, ensuring easy navigation, relevant content, and efficient user interaction. This includes managing game content and liaising with content providers.
• Content Collaboration: Establish partnerships with game providers to ensure high-quality content and integrate essential payment methods seamlessly.

Gamification:

User Engagement: Develop and maintain engagement strategies such as campaigns, gamification, tournaments, missions, and other initiatives to enhance loyalty and user experience.

Data and Analytics:

Data-Informed Decisions: Utilize data analytics for effective customer segmentation, manage bonus spending, and ensure smart allocation of bonuses and incentives to accomplish the most LTV possible.

Qualifications and Qualities:

Mandatory:

• Minimum 2 years of experience in CRM, gamification, VIP management, product, and analytics.
• Strong analytical skills with experience in BI, customer segmentation, and bonus calculation.
• Practical experience with CRM tools and setting up CRM programs.
• Team-oriented with a knack for problem-solving, brainstorming, and innovating to enhance customer retention, experience, and profitability.

Desirable:

• Experience in building and leading a team in the relevant areas.
• Open-mindedness to innovate beyond traditional methods.
• Experience in VIP management.
• Background in iGaming, casino, or crypto industries (experience in other industries like e-commerce or entertainment in B2C is also valuable).
• Academic qualifications in Marketing, Finance, Economics, Business, or Data are advantageous.