Industry-Leading Customer Experience Director

3 weeks ago


Sandton, South Africa Initiate International Full time

Initiate International is seeking an experienced and results-driven Customer Experience Director to lead their customer service team in Johannesburg. The ideal candidate will be passionate about delivering exceptional customer experiences, possess a deep understanding of the iGaming industry, and have a proven track record of managing high-performing teams.

The key responsibilities of this role include:

  • Leading, motivating, and managing the customer service team to achieve high levels of performance and customer satisfaction.
  • Overseeing the resolution of customer inquiries, complaints, and issues in a timely and effective manner across multiple channels (email, chat, phone).
  • Developing and implementing training programs to enhance the skills and knowledge of the customer service team.
  • Monitoring and evaluating team performance, providing regular feedback, coaching, and performance reviews.
  • Identifying areas for improvement in customer service processes and implementing strategies to enhance efficiency and customer satisfaction.
  • Collaborating closely with other departments (e.g., Marketing, Product, IT) to ensure a seamless customer experience and address any service-related issues.
  • Preparing and presenting regular reports on customer service performance metrics, trends, and insights to senior management.

This role requires:

  • A minimum of 5 years of experience in a customer service management role, preferably within the iGaming industry.
  • Experience working in MGA or UKGC markets.
  • A Bachelor's degree in Business, Management, or a related field.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to handle high-pressure situations and make decisions quickly.
  • Proficiency in customer service software and CRM systems.
  • Analytical skills to interpret data and make informed decisions.
  • Candidate must be customer-focused with a passion for delivering exceptional service.

We offer a competitive salary package of approximately **R1,200,000 per annum**, which includes benefits such as health insurance, retirement plan, and paid time off. If you are a results-driven leader with a passion for customer service and a deep understanding of the iGaming industry, we encourage you to apply.



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