Head of Customer Care

Location: Rome/Milan. About us: - Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market. What you’ll do: Define and implement the Customer Care & Quality strategy to ensure a high-quality, omnichannel support experience that aligns with the brand and business objectives. - Monitor performance and service quality by assessing critical metrics, important metrics, and feedback loops, implementing continuous improvement strategies to enhance service standards. - Coordinate Voice of the Customer (VoC) initiatives, including surveys, feedback analysis, and follow-up actions ("follow through") to improve happiness, dedication, and retention. - Collaborate with Operations and Compliance teams to ensure the implementation of Responsible Gaming policies, identifying and engaging at-risk players and ensuring the ethical management of customer interactions. - Drive service innovation by introducing new tools, technologies, and processes to improve responsiveness, personalization, and employee enablement, optimizing the overall customer experience. - Develop and maintain training programs to equip customer care agents with the necessary skills, ensuring they stay up-to-date on product, process, and policy changes. - Implement and refine processes for handling customer complaints, ensuring quick and effective resolution with a focus on customer happiness. - Provide regular performance reports to senior leadership, highlighting key insights, service metrics, and areas for improvement. - Continuously evaluate and improve service delivery methods and quality assurance standards to maintain high levels of consistency and quality across all customer interactions. What you’ll bring: Extensive experience in Customer Service leadership roles, ideally within digital and omnichannel environments, with a strong track record of improving service delivery and customer happiness. - In-depth knowledge of customer experience strategies and expertise in contact center operations. Familiarity with key customer happiness measurement models is essential. - Proven experience in regulated industries, with a solid understanding of Responsible Gaming principles and compliance practices. Ability to navigate and enforce regulatory standards effectively. - Strong leadership and people management skills, with a demonstrated ability to engage, develop, and lead diverse teams across multiple geographies, encouraging a collaborative and results-focused culture. - Analytical approach with the ability to interpret complex data, transforming customer insights into actionable improvements to drive service quality and business outcomes. - Ability to communicate effectively in both Italian and English, with strong communication skills across all levels of the organization, including working with senior customers to ensure alignment across functions. - You are proficient in both Italian and English. - You are willing to travel within Europe as required by business needs. Why choose us: Permanent Contract with Hybrid Work. - Meal Allowance. - Supplemental Health Insurance. - The option to join our company Share Saving Scheme. Choose us also for: An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion; - Well-Being Support: online meditation courses, medical online service and counselling with the help of certified psychologists and coaches; - Learning and Development: access a platform full of training courses, join workshops, conferences. Exploit our FlexiLearning program, which allows you to dedicate at least 4 working hours per month for your professional growth; - Parental Leave Packages: additional support for you, children and financial aid for mothers; - Volunteering during your working hours. Much more about us: Have a look at our amazing blog Inside. Hear directly from our employees at the following link: - Inside Reviews and comments from our - Glassdoor and - Indeed pages. Put yours Equal Opportunity