Director of Client Services

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  • Location

    Malta

  • Reference

    MLP 12012

  • Salary

    €100,000+

    €100K+

  • Type

    Permanent

The Role

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As Director of Client Services, you will be working with the Managing Directors of the product verticals, and the Director of Global Operations to ensure the efficient development and execution of the in-year client services strategy, aligned to our Client’s business strategy.

You will be providing service and commercial leadership to the business, to ensure that daily customer operations, at all operational hubs, are running smoothly and effectively, while acting as a critical information link between the market, customers and the rest of the business.

Key Responsibilities include:

  • Develop and execute the in-year client services strategy, aligned to the business, operations and product strategies;
  • Manage the planning, implementation and evaluation of the company’s customer service standards framework, spanning all operational hubs;
  • Work with Regional Business Managers and service teams, to build creative commercial solutions, drive customer relationships and business growth;
  • Strategic point of contact and escalation for key customers through building strong personal relationships;
  • Develop, along with the individual hubs, a comprehensive corporate hospitality strategy, designed to maximise customer engagement and build relationships;
  • Use expert knowledge and work with the teams to proactively innovate client service processes and services, to enhance the overall performance of the business;
  • Work with the vertical MDs and operations, to help drive business and product strategies, by providing intelligence in line with market and customer demand trends and best practices;
  • Monitor, measure and report on, key issues, opportunities, development plans and achievements, and provide solutions to ensure company growth and sustainability;
  • Liaise with the operational and shared services teams, to build awareness and alignment to the client service strategy, for which they are either wholly or partly responsible;
  • A role model for the values and behaviours of the organisation, actively working to ensure the culture of the business reflects the stated aims of the organisation;
  • Delegate responsibilities to the teams, providing guidance and motivation to drive maximum performance;
  • Develop and lead a culture of high performance in the product vertical, measured against clear KPIs;
  • Create, recommend and manage organisational structures and resource requirements.

The Candidate

  • Proven experience within a Senior Management role within the gaming industry;
  • Proven track record of strategic customer management;
  • Demonstrable experience in developing strategic and operational plans;
  • Previous experience of delivering operations against business KPI’s;
  • Strong knowledge of market changes and forces that influence the industry;
  • Broad leadership experience, ideally within a B2B environment with a proven track record of high performance;
  • Experience working with external c-level partners and an understanding of consumer products and platforms;
  • MB/Degree or equivalent would be preferred, but not essential;
  • A deep understanding of managing a function which provides IT services to a number of different divisions;
  • Solid understanding of customer management;
  • Ability to work across multiple functions;
  • An outstanding communicator, both written and verbal, with an ability to simply and concisely explain complex issues;
  • Exceptional leadership, business and interpersonal skills;
  • Ability to work to tight and often changing timescales;
  • Ability to manage multiple projects at the same time in a fast-paced environment;
  • Ability to set business targets, timelines, plans and financial targets;
  • Be able to motivate and engage employees, teams and departments;
  • Strong negotiation skills;
  • Ability to be self-motivated, flexible and tactical;
  • Gravitas to garner the fidelity, esteem and confidence of employees;
  • Outstanding analytical and problem-solving abilities;
  • Able to contribute, debate and challenge at both a strategic and operational level;
  • Creative with the ability to look for innovative, non-standard solutions.

The Company

With over 2,500 employees, operating in multiple jurisdictions, our client is the largest e-gaming software provider in Europe. Their style is to create a collaborative, team environment where ideas can thrive. Arguably one of the dynamic firms globally they have won multiple awards and more recently named in The Telegraph’s top ten best firms to work for.

The Benefits

  • Free lunches
  • Coffee bar
  • Dry cleaning service
  • Competitive salary
  • Discretionary Bonus
  • Pension
  • Healthcare
  • Life Assurance
  • Relocation Support

The Location

Malta is a small archipelago in the Mediterranean Sea, south of Sicily. It is an independent member state of the European Union and home to a little less than half a million people. It is English speaking and salaries are paid in Euros.

Malta is extremely popular for relocations, boasting as it does low domestic tax rates, Schengen Area membership, a rich history, a vibrant and active social scene, and the highest average number of days of sunshine per year in Europe.

Malta
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