Group Customer Care Manager

Hey there

We're Fortuna Entertainment Group, and we're excited to share why we're a team worth joining.

Who We Are?

Founded in 1990, FEG is a top player in the betting and gaming industry. We proudly serve millions of customers across five European countries – Czech Republic, Slovakia, Poland, Romania, and Croatia – with our Business Intelligence operations based in India.

Why Join Us?

You'll be part of a team that embraces bold ideas and delivers on its promises. We're committed to providing exceptional betting and gaming experiences tailored to our customers' needs, bringing fun and games to them. We also know that behind these experiences is a great team, which is why we invest in and value each of our colleagues.

Where We Work? 

Our vibrant Prague office, located in the modern Churchill II building, is where work meets fun Enjoy perks like our very own barista, 24/7 company gym, a game room, and a relaxed atmosphere where colleagues are as friendly as they are skilled.

Current Opportunity:

Right now, we´re seeking a Group Customer Care Manager to join our company, responsible for leading the transformation of our customer support function across all FEG brands. This strategic role is focused on driving quality improvements, defining and rolling out customer support strategy, and implementing automation and continuous improvement initiatives. As Group Customer Care Manager, you will identify and apply the right metrics to address customer pain points, enhance performance across customer care and conversion operations, and build a highly automated, scalable support model that enables growth across the group.

What You'll Be Doing:

Your daily activities will include, but not limited to:

• Set up & Implement Strategy & Methodology to improve Customer Care performance
• Ensure the alignment of improvement metrics, SLAs, systems, and methods the Customer Care Team needed to implement with the organisation's Vision, Mission, and Values. Coordinate the Operational Excellence philosophies and methods with the appropriate local and corporate teams to ensure adjustments and promote the sharing of best practices across business units that can be relied upon as a competitive advantage of the business.
• Design, develop, customise, teach, implement, oversee, and provide coaching for all the Operational Excellence Tools and Methodology required to facilitate the achievement of short-term operational goals and longer-term organisational goals across relevant business units
• Promote and facilitate data-driven decision-making, arrival at the root cause, Customer Journey, applying the scientific method to troubleshooting and problem-solving, change management, and the possible further application of AI, Machine Learning, Automation, and BI to improve business results and revenue.
• Create strategic plans to eliminate process waste in all business units by utilising lean process metrics and producing cost savings
• Manage and review the P&L, budget, relevant CC contracts and commercial agreements, etc., to guarantee the company's best interests.
• Assist in training and guiding champions, team leaders, and members to develop and implement Lean action plans and in transferring technology and lean initiatives to other business units.
• Work closely with product development teams, giving feedback from the customers

What We're Looking For:

You should have experience in:

• University degree preferred
• Experience in Customer Care, as Team Lead/Manager
• At least 4 years in a leading position, and experience in diverse cross-functional teams
• Experience in implementing process improvement programs such as Operational Excellence, UX, Six Sigma, and/or Lean (Six Sigma Blackbelt Certification is a must)
• Basic understanding of financial concepts and the ability to apply financial principles to communicate results
• Prior experience in handling automation projects such as AI, Machine Learning, NLP, and Big Data Analytics
• Ability to lead/work effectively as a cross-functional team to accomplish deadlines and objectives, yet make independent decisions on various tasks
• Understand the environment of both regulated and unregulated markets

It would be a bonus if you bring:

• Background in the Gaming Industry
• An additional language from another FEG market (Croatian, Slovak, Romanian or Polish)

Why You'll Love It Here:

Beyond our incredible office space, joining our team means enjoying a range of benefits:

• An annual bonus  
• 5 weeks of holiday 
• Flexible working hours and hybrid working arrangements 
• An individual career development plan 
• Meal allowance 
• Access to the Cafeteria Benefit System (contribution for sports, culture, travel, and health) 
• Exciting employee events, well-being programs, and internal activities 
• Employee Referral Program 
• Award-winning offices located in the heart of Prague with a sport/relax zone, a game room, and a relaxed atmosphere 
• In-house barista service, complimentary refreshments, and weekly fruit days 
• International Environment, exposure to cutting-edge projects, and hands-on experience with internal AI tools 
• Exclusive offers and discounts from our partners (Dr. Max, Datart, Skoda Auto among others) 

If this sounds like your kind of place, let us know by applying We can't wait to hear from you.

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