Director, Gaming Systems Customer Success
AristocratAbout the role
What You'll Do
Team Leadership
Lead, mentor, and develop the Customer Success team, fostering a collaborative and high-performance culture.
Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional development.
Facilitate team meetings to align on goals, set priorities, share updates, and address challenges.
Customer Service Excellence
Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
Develop and maintain strong relationships with key internal stakeholders
Review and analyze customer feedback and survey results to identify opportunities for improvement
Operational Management
Develop and implement long-term strategies for customer success that align with the corporate goals and business objectives
Oversee the design and execution of customer success training programs to ensure consistent and impactful customer interactions
Set annual performance goals for the team, conducting regular performance evaluations to drive improvement
Reporting and Documentation
Prepare and present regular reports on operational performance, team productivity, and customer satisfaction.
Maintain accurate and up-to-date documentation of customer success procedures, policies, and knowledge bases.
Ensure compliance with company policies, jurisdictional regulations and requirements, and quality standards.
What We're Looking For
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum 5 years experience in customer service, with at least 2 years in a managerial role
- Proven track record of improving customer service operations and team performance
- Expertise in customer retention, growth strategies, and managing complex customer relationships.
- Strong leadership and team management skills with a focus on driving performance and accountability
- Experience in developing and executing customer success strategies that align with company goals
- Understanding product adoption and onboarding strategies
- Excellent communication and presentation skills
- Strong problem-solving and conflict-resolution skills
- Ability to analyze data and generate actionable insights
- Customer-focused mindset with a commitment to delivering exceptional service
Company Summary
Aristocrat Interactive
Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).
About Aristocrat
Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.
Our Values
All about the Player
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