Country Manager - Sweden

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

They are market leaders for bingo in the UK, Italy and Spain and have ambitious plans for international growth, including further expansion in some newer territories, including Denmark and Sweden.  In July 2016, the company expanded beyond the bingo market and entered the world of slots with tombola arcade; arcade games done in a unique way.

The unique approach to both bingo and arcade means that they do things differently compared to the majority of the competitors, and they have a strong stance on responsible gambling that they are really proud of. Protecting the players and putting them at the heart of everything they do is key to their ongoing success. They optimize value for money, player retention and the potential for harm by having strong responsible measures in place.

The company treats all of players equally and have no VIP programs or differential bonusing. They listen to player feedback and design games that they hope the community would welcome and love. All the games are designed, developed and managed in-house, which is an industry USP they are proud of. 

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

The Opportunity:

The in-country role of our Swedish Country Manager is to lead the commercial operations and customer service departments towards 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 will 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 Customer Support channels including Chat Moderation across the country. Your focus will be on operational excellence; solving problems and evolving service offering through technology, analytics and insights, and to empower the teams to deliver the best possible experience.

As one of the most important customer champions, you will also be responsible for learning and adapting from direct insights from players and ensuring that this help to shape and mould the propositions. The role is there to deliver a customer management strategy for Sweden, including the ongoing innovation of 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 of the role. 

Key Accountabilities:

• 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 that the Tombola DNA is at the heart of everything they 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 and being able to deliverer a leading class of customer service. You have demonstrated work experience with best in class customer service. You will have experience in operating and scaling customer support in innovative ways.
• Leadership – You will be an inspiring and engaging leader of people, able to set visions and create followship.
• 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.
• Analytical – You will be metrics/KPI‐driven and have the ability to turn that data into meaningful actions that drive improvements in the customer experience.
• Technology – You will have good knowledge of customer contact centre database technology. You have previously worked with both internal and 3rd party technical teams to implement new tools and solutions that transform systems and processes.
• Entertainment – 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.
• Communication – 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.
• Influencing – 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 Sweden and truly understand that “dotted line reports” mean your involvement and support for those in the matrix around you.
• Cultural fit and personality – You will embody the Tombola DNA culture. They have 3 simple values which they 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.