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Country Manager The Netherlands

  • Reference: 385324
  • Job type: Permanent
  • Salary: Attractive

  • Location: Netherlands

The Company

Tombola is a family-owned technology company operating in the online gambling market. We’ve grown rapidly in the last 14 years, but our HQ remains where everything started in the North East of England. We also have offices across Europe in Milan, Madrid, and Gibraltar.  

We’re the market leaders for bingo in the UK, Italy and Spain and have ambitious plans for international growth, including expansion into newer territories such as the Netherlands and Germany. In July 2016 we expanded beyond the bingo market and entered into the world of slots with tombola arcade - arcade games done in our own unique way.

Our unique approach to both bingo and arcade means we do things differently to the majority of our competitors and we have a strong stance on responsible gambling that we’re really proud of. Protecting our players and putting them at the heart of everything we do is key to our ongoing success. We optimise value for money, player retention and the potential for harm by having strong responsible measures in place.

We treat all of our players equally and have no VIP programmes or differential bonusing. We listen to player feedback and design games that we hope our community are going to love. All of our games are designed, developed and managed in-house, which is an industry USP we’re proud of. 

Our aim is to innovate as much as possible and we encourage the team to push the boundaries of new technologies to give our players a truly unique and exceptional experience. 

The Opportunity

The in-country role of our Dutch Country Manager is to lead our commercial operations and customer service departments towards their common goal of delivering an outstanding customer experience and proposition. You will be responsible for translating tombola’s strategic objectives and goals both ways into meaningful actions at every level and disseminating information within the teams so that they are all aware of the vision for the areas, and the key objectives, initiatives and decisions.

With a focus on the commercial operational side, you’ll be working with our support teams in Gibraltar and Sunderland to deliver the Marketing, Compliance and Operational propositions.

On the customer operations side you and your team will be responsible for operating, scaling, and constantly improving our Customer Support channels including Chat Moderation across the country. Your focus will be on operational excellence; solving problems and evolving our service offering through technology, analytics and insights and to empower the teams to deliver the best possible experience.

As one of our most important customer champions, you’ll also be responsible for learning and adapting from our direct insights from our players and ensuring that this help to shape and mould our propositions. The role is there to deliver a customer management strategy for Holland, including the ongoing innovation of our products and services, underpinned by commercial and operational KPIs.

Your leadership capabilities will be key to your success. Your ability to continue to scale the country and manage rapid growth as well as driving engagement from top to bottom will be a key aspect to the role.

Key Accountabilities/Success Criteria

  • Strategy formulation, communication, and execution.
  • Effectively leading all country operations and managing high performance and continuous improvement through people.
  • Delivering operational KPIs – focusing on Unique Daily Players (UDPs) as well as New Depositing  Players (NDPs). This will involve planning, establishing and maintaining practices, processes and systems; evaluating regularly to optimize these.
  • Shaping the work environment and culture of the country – setting performance standards and making sure the tombola DNA is at the heart of everything we do.
  • Evolving the tools and platforms to ensure optimal customer management and efficient operations.
  • Ensuring compliance in all areas of regulatory responsibility.
  • Contributing to the tombola proposition and product roadmap.
  • Leading delivery, change and business improvement initiatives.
  • Leading a team, which involves both the engagement and development of these people.
  • Managing marketing budgets.

Experiences / Competencies

Customer Operations

  • You will have experience in being able to demonstrate delivering a leading class of customer service. You will have experience in operating and scaling customer support in innovative ways.
  • You will be an inspiring, engaging, leader of people, able to set a vision and bring people with you.
Player centricity
  • You will be the voice of the player, and bring a strong end‐to‐end understanding of proposition, player experience and marketing campaigns.
  • You will be metrics/KPI‐driven and have the ability to turn that data into meaningful actions that drive improvements in the customer experience.
  • You’ll have good knowledge of customer contact centre database technology. You’ll have previously worked with both internal and 3rd party technical teams to implement new tools and solutions that transform systems and processes.
  • We’re looking for someone with an appreciation of customer communities, engagement and creating unique experiences.
Team working
  • You will embody the tombola DNA. Working collaboratively and looking out for colleagues, you will be a key contributor to the team as a whole, communicate well, and keep people informed. As a leader you will create a respectful and collaborative team culture, ensuring that the sum of the team equals more than the parts.
  • You will have experience of communicating key decisions throughout the teams and have the ability to create a buzz when new products and initiatives are launched.
  • Leadership is as much about your team as it is others and a big part of this role will be engaging, motivating and influencing those in your team and more broadly.
Service focused
  • You will have a clear picture of what success looks like. You will ensure accountability within your team, building and acting upon strategic plans, delivering both as an individual and through others.
General management
  • You will be comfortable acting as the key figurehead in the Netherlands area and truly understand that “dotted line reports” means your involvement and support for those in the matrix around you.
Cultural fit and personality
  • You will embody the Tombola DNA culture. We have 3 simple values which we encourage everyone to follow: Do the right thing, Player first and Innovate - You will drive collaboration, be bold, open, honest, self‐aware, impactful, innovative, curious, commercial, and customer‐centric.

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