Mr Who?

MrQ - we're an awesome, award winning online casino launched in 2018. We're big on tech, big on performance and most of all - big on fun. Over the years, we have experienced explosive growth - which means we need more rock stars to join our quest for total world domination.

Our Player Experience know our customers like their own family, handling over 150,000 tickets in 2024, contributing to our 4.2* Trustpilot rating through processing payments and resolutions with lightning speed.

We strive to stand out from our competitors, offering a seamless service which delights and retains players. Our Senior Customer Experience Manager will be central in shaping and delivering strategy; knitting processes into seamless customer experiences, challenging the norm, advocating innovation and taking risks to reach the best outcomes. You’ll transition our team from contact takers to subject matter experts with your passion for coaching and development.

What You Will Do

• Fuel our future: Provide strategic leadership owning the customer journey and feedback loop, providing clarity on the direction of travel.
• Operational excellence: You’ll have outstanding employee engagement skills, provide effective management of resources, creating efficiencies and outcomes with commercial impact.
• High performing teams: Coach your managers and team, empower and develop them to reach performance and personal goals. Set stretching KPI’s which elevate and challenge.
• Data obsessed:You’ll know what data you need and have clarity of what it illustrates to deliver continuous improvement.
• Voice of the customer:Develop effective feedback loops, challenge the norm, and engage with stakeholders to deliver impactful change.
• Fit for every challenge:You’ll ensure we have the right people, using the right systems, working with effective processes that scale - as MrQ does.

What We're Looking For

• Customer centric: Your commitment to the customer will light up a room, we’ll know from the first meet you have the confidence to be a voice for the customer.
• Entrepreneurial mindset: A mini CEO in the making, comfortable with taking risks, bouncing back from failure, taking the learnings and moving on to the next challenge.
• Transformational change: You’ll have worked on projects that have demonstrated real change for customers and employees.
• Forward thinker: Knowledge of customer behaviour, technology and best practice will keep us two steps ahead of our competitors.
• Think outside the box: You don’t accept no for an answer, you can work with others to come up with imaginative and innovative solutions.
• Effective communication: Deliver messages with clarity and purpose, building and maintaining strong relationships.
• Compliance focused: Skilled at developing robust QA frameworks, ensuring our employees are well trained to keep our players, and MrQ safe.
• It’s all in the data: Experienced gathering the right data, from the right sources to provide insight and deliver change.

What We Offer

At MrQ, we take pride in providing an array of fantastic benefits to our valued team members. Enjoy a competitive salary package that recognizes your hard work and dedication. Need some extra time off? We've got you covered with additional leave days, and we believe in celebrating life's special moments, including your birthday, with dedicated birthday leave. Family matters to us, too, which is why we offer a generous four-week parental leave. Your well-being is our priority, supported by international health and life insurance. Stay motivated with wellness incentives and seize opportunities for personal and professional growth with our growth allowance. Embrace a flexible working environment that caters to your needs, and join our friendly and multinational team, where collaboration and camaraderie flourish. At MrQ, we're committed to ensuring that your experience with us goes beyond just a job – it's a fulfilling journey with a supportive community.

We are committed to fostering a workplace that values and celebrates diversity. We welcome individuals of all backgrounds and experiences, and we believe that a diverse and inclusive environment leads to innovation and success. We actively promote equal opportunities for all employees and strive to create a space where everyone's voices are heard and respected. Join us in our journey to build a truly inclusive workplace where every person can thrive and contribute to our collective success.