Casino Customer Experience Executive

9718 Spain, Ceuta Marketing Permanent

The role: Casino Customer Experience Executive

We are looking for a Casino CX Executive to join our growing Spain team based in our newly opened Ceuta office.

Are you our next star player?

The Casino CX Executive will play a pivotal role on the PokerStars International Spain team. The team is responsible, amongst other things, for ensuring a unified, locally relevant, customer-centric, customer experience across all touchpoints and stages of a player’s lifetime by assisting in management and localised implementation of different marketing campaigns, activities and features that impact the vertical’s performance, as well as creating innovative solutions to help improve agility within the business so the brand’s objectives are met and value is created for both customer and organisation alike.

Why we need you:

Reporting directly to the PokerStars Spain Country Lead, the Casino CX Executive will support to:

  • Collaborate with various stakeholders across the business including the Casino marketing, Casino Ops, Product, CRM, and Web Analytics teams, amongst others to ensure adequate localisation of campaigns, projects & events, as well as operational procedures duties fulfilment, including daily ad-hoc translations.
  • Assist in the creation of locally accurate and effective messaging to be used for all regional and globally adapted campaigns and offers, adhering to communication, execution plans and the local market’s landscape conventions.
  • Safeguard optimal customer experience for the various projects being worked on, adapting to local regulatory framework, and basing all initiatives on customer behavioural data, internal research and existing personal Casino industry knowledge.
  • Work closely with the other vertical CX, Product, Research, Digital, and Marketing Tech teams to ensure the best possible choices are being made for the local market across the business, based on local expertise and data.

Who we’re looking for:

Our CX Executives need a diverse range of skills as their roles cover three key areas of our business:

Your experience:

  • Excellent knowledge of casino and online gaming industries.
  • Previous work experience in a similar role.
  • Experience and understanding of the online Business to Consumer (B2C) space.

Your skills: 

Stakeholder management:

  • Develop strong working relationships with stakeholders, ensuring any risks and dependencies related to campaigns, offers, games and features localisation efforts are identified and mitigated.
  • Communicate flawlessly, ensuring the business is updated on the localisation strategy and its performance regularly.
  • Translate outputs into storytelling data & creative presentations, ensuring clear communication between teams.

Strategic support:

  • Put the customer experience at the heart of what you and your team do, being customer led as opposed to product led.
  • Take initiative and act with a proactive mind-set and an ability to spot and action in areas where there is room for improvement.
  • Collaborate with the Customer Services and Research teams to action frequently raised pain points and problems with the relevant team(s) in the wider business.
  • Support the Country Lead with any activities that require Spanish input including (but not limited to) consumer and product research, onsite publications/content, promotions, regulatory affairs, legal and compliance, technology, product management, optimisation, and testing, etc.

 As the ideal candidate, you will have:

  • Excellent stakeholder management and communication skills, both in Spanish and English.
  • Knowledge of CMS systems & processes, as well as project management tools such as JIRA and Confluence.
  • Strong organisational and multi-tasking ability, prioritising key projects, anticipating business challenges and recommending solutions beforehand
  • Intermediate+ data analysis skills (using Excel and/or other tools like MicroStrategy).
  • Experience working in tightly regulated markets, preferably within the iGaming industry (i.e., GDPR knowledge).
  • A proactive mind-set approach, with ability to spot and action areas where there is room for improvement.

What’s in it for you?

We are offering a competitive salary for this role, which ranges from €28,775 – €37,048 (dependent on experience). Plus, there’s a discretionary annual performance bonus. And we provide advice and dedicated relocation assistance with a cash allowance (gross of tax) of €2,800 for those moving to Ceuta. 

Your package will include:

  • health and dental insurance for you, your partner and your children (if you all live at the same address)
  • a personal interest allowance to let you learn something new or pursue a hobby
  • Looking to extend your family? You will receive a cash gift of 1,000 EUR for your new addition whilst working for us
  • in-house training and development to develop your skills, progressing your career
  • free fresh fruit, snacks and drinks in the office
  • relaxation areas around the office, including a PlayStation and Pool table
  • sports program and social events; including our sensational summer and Christmas parties

What happens next?

If you’re what we’re looking for, next up will be a phone interview. And if that goes well, we’ll meet you for a final Zoom interview.

The Group

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact:

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