Customer Service Manager
Aristocrat is looking for a dedicated Customer Service Manager to lead and expand its customer service operations. This role is essential to Aristocrat's success, offering the chance to shape multiple channels, locations, and brands.
The successful candidate will be a strategic leader committed to delivering seamless customer experiences. Aristocrat seeks an individual to evolve the customer journey and make a meaningful impact in a fast-growing, dynamic environment.
- Direct and coordinate multi-channel customer support functions (phone, email, chat, social media) spanning multiple locations and brands.
- Coordinate inbound and outbound contact strategies to ensure an outstanding customer experience.
- Develop and implement customer service policies, procedures, and guidelines.
- Collaborate with key partners (Marketing, CRM, HR, Compliance, Operations) to align service initiatives with business goals.
- Drive customer happiness, dedication, and retention through innovative service programs.
- Monitor and analyze service benchmarks to identify trends and implement improvements.
- Manage budgeting, forecasting, and prioritization for the customer service department.
- Ensure compliance with regulatory requirements and company standards.
- Implement training and development programs for customer service teams.
- Apply cloud-based platforms (Freshdesk, Salesforce) and AI tools to improve service delivery.
- Foster a culture of customer-first approach, accountability, and continuous improvement.
- Demonstrated ability directing customer service functions in environments involving various channels, locations, and brands (required).
- Proven experience in online industries such as betting, insurance, or fintech (required).
- Solid understanding of both incoming and outgoing contact center functions (required).
- Practical experience working with cloud-based service platforms such as Freshdesk or Salesforce (required).
- Data-driven approach with proficiency in analytics and reporting tools (required).
- Excellent leadership, communication, and collaborator management skills (required).
- Ability to work in a fast-paced, high-growth environment (required).
- Experience in gaming/betting industry and highly regulated markets (preferred).
- Familiarity with VIP customer handling and advanced retention initiatives (preferred).
- Knowledge of brand new customer service technologies and automation tools (preferred).
- Health, dental, and vision insurance.
- Paid time off.
- 401(k) plan with employer matching.
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.