Senior Multi-Channel Customer Experience Leader (Gaming)

Aristocrat Leisure; Lansing (MI); On-site; USD 81,000 - 135,000; Full time

Job summary

Aristocrat Leisure is seeking a Customer Service Manager to lead multi-channel CS operations across locations and brands. You will shape policies, drive customer happiness, and coordinate with Marketing, CRM, HR, and Compliance to align service initiatives.

A strong, data-driven leader is required to excel in a fast-growing environment. The role emphasizes managing CX strategy, budgeting, and program innovation while ensuring regulatory compliance and high-quality service delivery.

Qualifications

• Experience directing multi-channel customer service across locations and brands.
• Proven experience in online industries such as betting, insurance, or fintech is preferred.
• Strong data-driven approach with analytics and reporting tools.
• Excellent leadership, communication, and collaborator management skills.
• Ability to thrive in a fast-paced, high-growth environment.

Responsibilities

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

Skills

Leadership

Customer service management

Strategic thinking

Communication

Collaboration

Data analytics

Tools

Freshdesk

Salesforce

Job description

Aristocrat Leisure is seeking a Customer Service Manager to lead multi-channel CS operations across locations and brands. You will shape policies, drive customer happiness, and coordinate with Marketing, CRM, HR, and Compliance to align service initiatives.

A strong, data-driven leader is required to excel in a fast-growing environment. The role emphasizes managing CX strategy, budgeting, and program innovation while ensuring regulatory compliance and high-quality service delivery.