Customer Experience ExecutiveCustomer Experience Executive (Betfair International)Location: Ceuta (España)Overview of the role:We are looking for a CX Executive to join our BF International Spain team.We’re creating a whole brand-new team that’s ambitious and hungry for success. Here’s your chance to be one of the first through the door.The CX Executive will be a pivotal role in the newly formed Betfair Spain team. We will create innovative solutions onsite, that drive value both for customers and the organisation through best-in-class operational output for one of the biggest and important markets in Betfair and conducted in a time-efficient manner with correct prioritization.What you will do:Reporting directly to the Spain Country Lead, the CX Executive will support to:Collaborate with our commercial colleagues to ensure that their briefs are understood, prioritised and planned in ways that are efficient, effective and appropriate to the scale of potential returnDeliver a localized experience to engage and retain customers, ensuring they stay with us longer, play with us more and recommend usPerform industry benchmarking on a recurring basis to maintain quality and localisation in line with the marketStretch the capabilities of our targeting and creative technology, to ensure customers have a best-in-class experience with us, no matter where in the world they areConduct daily reviews and ongoing testing of user journeys across Betfair SpainWhat you will bring:The CX Executive will be the guardian of the customer experience onsite in Betfair Spain. The role holder will display an ability to perform recurring and ad-hoc operational tasks whilst balancing prioritisation of project work where the strategy, customer proposition and prioritisation set by Commercial is taken into account on all levels. The CX Executives need a diverse range of skills as their roles cover three key areas of our business:CUSTOMER-CENTRICOwnership of the onsite experience, ensuring that the executing teams are keeping the Spanish site updated and with highly relevant and localized content for the Spanish customer basePut the customer experience at the heart of what you (and your team) do, be customer led as opposed to product ledTaking ownership of reviewing translations done by the translations agency and performing ad-hoc manual translations when required, considering the translation context, and working with marketing to ensure brand guidelines and tone of voice are followedSTRATEGIC SUPPORTSupporting Country Lead with the relationship with Risk & Trading operations and gain an understanding of how this links in with specific Spanish regulatory requirementsQA ownership in various areas in addition to product, where both the Spanish regulation and top-quality customer experience is ensured to be metSupporting the Country Lead with coordination of projects relating to Spain as and when required, making sure the appropriate attention and resource is given to itKeeping up to date with the Spanish regulatory framework and how to account future regulations in key areas of the Spanish businessSTAKEHOLDER MANAGEMENTDevelop strong working relationships with stakeholders, ensuring that resource is deployed to meet their needsEnsuring that Content teams have the correct and enough material resource to develop their plans fittingly for the Spanish market in timeSupporting Country Lead with any activities that require Spain input including (but not limited to) consumer and product research, onsite / content, promotions, regulatory affairs, legal and compliance, technology, product management, optimisation and testing, etc.Collaborate with the Customer Service team to action frequently raised pain points and problems with the relevant team(s) in the wider businessTranslate requirements into data & creative briefs, ensuring clear communication between teamsEnsuring customer facing teams have set suitable plans for Spain ahead of major sporting events and product releasesYOUR EXPERIENCEPrevious work experience in; an online company, a large multinational company, B2C company and/or a tech companyExperience and understanding of the online Business to Consumer (B2C) spaceYOUR SKILLSMust speak fluent English and Native SpanishExcellent stakeholder management and communication skillsKnowledge of betting or the gambling industryKnowledge of Spanish gambling regulationA clear writing style with an impeccable knowledge of spelling and grammarData literate and comfortable in using data to make better decisionsFamiliar with GDPR & can navigate other regulatory requirementsYOUR BEHAVIOURSCustomer Obsessed: Puts customer insight at the heart of everything that we doAttention to Detail: Ensures all output (especially in customer facing areas) from him/her as well as other key teams is of the highest qualityEfficiency by Prioritisation: Is able to work on activities that are more value bringing and in line with company goals and not afraid to say no and de-prioritise other tasksTakes Initiative: Has a proactive mind-set and an ability to spot and action areas where there is room for improvementCommunicates Effectively: Great communicator, with the ability to talk to internal stakeholders in an effective and appropriate mannerCollaborates: Is a team player who works with others across the organization to get things doneWork Ethics: Makes sure tasks are done to the highest quality, learns and identifies improvements after mistakesNICE TO HAVEAn interest in sports is highly consideredEfficient working with computers and a good understanding of technologyAn understanding of product development in tech companiesEffective presentation skillsIt’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.Why choose us:Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.Discretionary annual performance bonus30 days paid leaveHealth and dental insurance for you, your partner and your children (if you all live at the same address)Personal life insurance and income protectionThe option to join our company pension schemeA personal interest allowance to let you learn something new or pursue a hobbyExternal learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your careerLooking to extend your family? You will receive a cash gift of 1,000 EUR for your new addition whilst working for us26 weeks Maternity leave at 100% pay & 4 weeks secondary leave pay (paternity) at 100% payDaily lunch credit, free fresh fruit, snacks and drinks in the officeCash allowance for lunch.Access to an on-site gymEqual opportunities:At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at . Your journey with us is focused on ensuring you have what you need to be your best self.Learn more about the works we are doing on Inclusion and Belonging here:The Group:Betfair is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.
