Voice of Customer Manager

We are hiring
Siamo
Snaitech
, uno dei principali operatori di gioco legale in Italia. Abbiamo sedi in Italia e all'estero. Nel nostro Gruppo rientrano diverse realtà, tra cui
Epiqa
, società multimediale,
Snai Rete Italia
e
Giobet
, focalizzate sulla raccolta del gioco pubblico e legale in Italia.

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, Snai and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.

Your team
The Customer Care & Transformation team's mission is to improve the omnichannel customer experience through unparalleled customer service and a strong customer-listening program. The team monitors quality ensures process adherence, and leverages customer feedback. It also coordinates projects and initiatives to support the achievement of strategic business objectives.

Your role
As
Voice of Customer Manager
, you will define and lead the customer satisfaction strategy across online and retail channels, ensuring a structured and data-driven approach to collecting and analysing customer feedback. You will act as the internal voice of the customer, translating insights into actionable initiatives that improve the end-to-end customer experience, reduce pain points, and increase satisfaction and loyalty. You will oversee customer insight programs, support the monitoring of satisfaction KPIs, and continuously enhance tools, processes, and methodologies—including AI-enabled solutions—to drive service excellence and enable informed business decisions.

What You'll Do

• Develop and implement a customer satisfaction strategy to capture and analyse feedback from online, retail, customers, ensuring a "no-disturb" approach while representing the voice of the customer to internal stakeholders.
• Lead programs to gather customer insights through surveys, call center analysis, crowd testing, and retail audits/mystery shopping.
• Identify pain points and opportunity areas across the customer journey, proposing targeted initiatives to boost satisfaction and loyalty.
• Monitor feedback to reduce customer pain points, including AI-driven solutions such as virtual assistants and self-help tools.
• Serve as the internal voice of the customer, delivering actionable insights to key stakeholders to support data-informed decision-making.
• Continuously enhance tools, processes, and methodologies used to track and improve customer experience.
• Ensure a consistent, data-driven approach to provide actionable business recommendations and optimize the customer experience.
• Support the tracking and reporting of satisfaction KPIs, promoting a data-driven culture focused on service excellence.

What You'll Bring

• 5+ years of experience in customer satisfaction, customer experience, or service quality roles within complex, multi-channel organizations.
• Strong experience in designing and managing customer feedback and insight programs (e.g. surveys, VoC, contact center analysis, mystery shopping).
• Solid analytical skills, with the ability to translate qualitative and quantitative data into clear, actionable business insights.
• Proven experience in defining, tracking, and reporting customer satisfaction KPIs, fostering a data-driven culture.
• Familiarity with digital tools and AI-enabled solutions (e.g. virtual assistants, self-service platforms) to enhance customer experience.
• Strong stakeholder management and influencing skills, with the ability to represent the voice of the customer across functions.
• Structured, proactive mindset with a continuous improvement approach.
• Master's degree in business administration, Engineering, or a related field; a specialised course is a plus.
• Fluent in Italian and English; knowledge of additional languages is a plus.

Why choose us

• A dynamic environment within the world's largest online gaming group.
• Opportunities for learning, growth and cross-country collaboration.
• Meal allowance.
• Supplemental Health Insurance.

Choose us also for

• An inclusive work culture and access to our Diversity & Inclusion initiatives.
• Well-Being Support: meditation courses, online medical services and counselling with certified coaches and psychologists.
• Learning & Development: training platforms, workshops, conferences, and our FlexiLearning program (4 hours per month dedicated to learning).
• Parental Leave Packages offering additional financial and practical support.
• Volunteering during 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
Flutter SEA is an Equal Opportunity Organization. Diversity and Inclusion are fundamental values for us. We welcome any candidate without distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.

Cosa ti offriamo

• Un ambiente dinamico ed internazionale
• Un ambiente di lavoro inclusivo e la possibilità di partecipare a tutte le nostre iniziative focalizzate su Diversità e Inclusione.

Unisciti a noi e facciamo la differenza insieme