Multi-Channel Customer Experience Leader

GamblingCareers.com; Lansing (MI); On-site; USD 81,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Paid time off

Job summary

Aristocrat Interactive is seeking a Customer Service Manager to lead multi-channel support across locations and brands, shaping the customer journey with data-driven strategies. This role partners with Marketing, CRM, HR, Compliance, and Operations to align service initiatives with business goals and regulatory requirements.

You will drive customer happiness and retention through innovative programs, oversee budgeting and forecasting, and implement training to elevate teams using Cloud-based

Qualifications

• Experience directing multi-channel customer service functions across locations and brands.
• Proven track record in online industries such as betting, insurance, or fintech.
• Data-driven with strong analytics and reporting skills.

Responsibilities

• Direct and coordinate multi-channel customer support (phone, email, chat, social).
• Coordinate inbound and outbound contact strategies for outstanding CX.
• Develop and implement customer service policies, procedures, and guidelines.
• Collaborate with Marketing, CRM, HR, Compliance, Operations to align service initiatives.
• Drive customer happiness, dedication, and retention through innovative programs.
• Monitor service benchmarks, identify trends, and implement improvements.
• Manage budgeting, forecasting, and prioritization for the CS department.
• Ensure compliance with regulatory requirements and company standards.
• Implement training and development programs for CS teams.
• Apply Freshdesk, Salesforce and AI tools to improve service delivery.

Skills

Customer service leadership

Cross-channel support

Data analytics

CRM platforms

Tools

Freshdesk

Salesforce

Job description

Aristocrat Interactive is seeking a Customer Service Manager to lead multi-channel support across locations and brands, shaping the customer journey with data-driven strategies. This role partners with Marketing, CRM, HR, Compliance, and Operations to align service initiatives with business goals and regulatory requirements.

You will drive customer happiness and retention through innovative programs, oversee budgeting and forecasting, and implement training to elevate teams using Cloud-based