Customer Engagement Platform Specialist

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa's biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that's just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let's reach for the stars.

We have an amazing opportunity for a Customer Engagement Platform Specialist. Do you think you have what it takes to be our newest Purple Star?

The Customer Engagement Platform Specialist is responsible for managing, optimising, and coordinating the business's relationship with CRM platforms, internal stakeholders, and other integrated tools. The Customer Engagement Platform Specialist is the operational bridge between marketing, product, BI, and platform vendors to ensure seamless implementation of customer engagement strategies. The Customer Engagement Platform Specialist will monitor performance, support rollouts, escalate issues, manage SLAs, and ensure platforms are leveraged to their full potential.

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• 3–5 years managing SaaS platforms, CRM tools, or engagement systems
• Working knowledge of API-based systems, BI tools, ticketing systems
• Valid driver's license

Bonus to have:

• Diploma/degree in Project Management, Marketing, or IT  

What You'll Do For The Brand:

• Maintain active communication with platform vendors, ensuring regular updates and feedback loops.
• Coordinate alignment between platform roadmaps and internal Customer Experience & Engagement strategies.
• Track and manage SLAs, support tickets, and vendor performance logs.
• Monitor and escalate technical issues with platform performance, availability, and configuration
• Coordinate with internal stakeholders on system changes or integration points.
• Maintain a live log of all issues, platform improvements, and pending requests
• Work with internal stakeholders to plan and test new platform features or modules.
• Oversee QA and go-live readiness of new CX & Engagement tools or workflows
• Ensure documentation and playbooks are updated post-implementation
• Develop monthly scorecards to track uptime, issue resolution, and platform usage metrics
• Present regular insights to the CX & Engagement Team Manager to inform platform enhancement decisions
• Create and maintain clear internal documentation of platform processes, integrations, and best practices (SOP)
• Train internal teams on platform functionality and changes as needed.
• Research and analyse competitor activities in the CX, CRM and iGaming space.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and in a fast-paced environment.
• Any other related duties that might be required.

What You'll Bring To The Team:

• Good communication and interpersonal skills 
• Ability to build and maintain stakeholder relations
• Be technically savvy
• Strong organisation and process skills 
• Ability to maintain tracking systems, QA logs, SLAs, and integration documentation
• Be Accountable 

So, are you ready to level up, learn, and perform at your best? Apply now

Please note that only applicants who meet the stipulated minimum requirements will be considered.