Head of Customer Operations - NL/BE
As Head of Customer Operations, you will lead three key teams: Player Risk, High-Value Customer Engagement & Sustainability, and Customer Service. Your focus is to ensure consistent, compliant, and high-quality operations in NL & BE markets. This hands-on role includes managing performance, maintaining service standards, and ensuring regulatory adherence, while supporting responsible, sustainable customer experiences. You will shape cross-functional initiatives by providing operational input, customer insights, and data-driven recommendations, combining a strong service ethos with RG, AML, and governance alignment.
- Oversee the day-to-day running of the Player Risk, HNW Engagement, and Customer Service teams to ensure efficient, compliant service delivery, with a focus on meeting defined KPIs
- Ensure service level agreements (SLAs), contact quality, and response time standards are met consistently across all functions
- Act as the key point of operational coordination across the three teams, aligning daily priorities, resolving escalations, and supporting effective communication flow
- Ensure operational adherence to all RG, AML, and market-specific regulatory requirements, supporting safe and sustainable player outcomes
- Collaborate with Governance, Compliance, and Legal to provide accurate operational input and maintain readiness for audits, reviews, or licence checks
- Escalate RG, AML, or conduct-related risks appropriately, ensuring timely documentation and follow-up in line with policy
- Provide operational requirements, feedback, and insights to support improvements to workflows, tooling, and processes
- Contribute to the refinement of customer journeys to ensure operational feasibility, compliance, and player protection
- Participate in the testing and operational rollout of new initiatives led by Governance, Product, or Strategy teams
- Oversee the execution of HNW customer service activities, ensuring interactions are personalised, secure, and aligned with RG and retention goals
- Coordinate with CRM, Country Managers, and Compliance to ensure HNW engagement supports both commercial value and sustainability
- Lead and support team managers across the three areas, ensuring expectations, development goals, and performance metrics are clearly defined and monitored
- Track operational KPIs including case handling, contact quality, and compliance metrics; provide regular coaching and performance input
- Promote a collaborative and accountable culture, grounded in compliance, operational excellence, and continuous learning
- Represent customer operations in cross-functional projects and discussions involving Compliance, Product, Legal, CRM, and Customer Experience teams
- Provide operational insight into decisions that impact service, player safety, or team execution, ensuring solutions are practical and effective
- Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control
- Ensure any non-compliance incidents within your team are raised through the appropriate channels (Compliance Incidents Process) and that your team are informed of any reporting processes relevant to them
- Challenge processes, policies and projects that will negatively impact compliance within the Group
- Ensure your team's completion of all mandatory compliance trainings within the set deadline
- Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear
- Extensive operational management experience in a regulated environment
- Strong understanding of operational delivery frameworks including SLAs, case handling standards, and escalation procedures
- Working knowledge of RG, AML, and other regulatory principles; comfortable ensuring compliance in daily customer interactions
- Experience managing high-performance teams and supporting HNW customers with sensitivity and integrity
- Able to interpret performance trends and provide meaningful feedback that contributes to process enhancement and team effectiveness
- Confident communicator and contributor in cross-functional environments.
- Fluent in English; additional language(s) relevant to target markets is a plus.
- Well-being allowance
- Learning and development opportunities
- Inclusion networks
- Charity days
- Long service awards
- Social events and activities
- Private medical insurance
- Life assurance and income protection
- Employee Assistance Programme
- Pension
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.
