Customer Protection Lead

Company Description

About Playtech
Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging and entertaining gaming experience.

Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry. Read more about who we are and what we do here: www.playtechpeople.com

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.

Ready to level up your career?

Playtech Managed Services is looking for a proactive Customer Protection Lead with strong analytical thinking and problem-solving skills.

Job Description

Your influential mission. You will...

• Oversee the delivery of expert guidance on regulatory compliance, risk assessment, and implementation of best practices in player protection.
• Coordinate the development and execution of training and coaching programs for clients’ customer protection teams.
• Facilitate the design and implementation of compliant operational processes for customer protection.
• Oversee the development of automated Responsible Gambling message systems and multichannel communication strategies.
• Coordinate the creation of reporting and evaluation frameworks to assess the effectiveness of Responsible Gambling initiatives. 
• Oversee project management for end-to-end player protection processes, including risk monitoring and intervention systems.
• Coordinate the delivery of specialized customer interactions by PTMS agents on behalf of clients (where applicable).
• Facilitate the development and maintenance of customer segmentation models and risk assessment protocols.
• Oversee the creation and updates of customer education toolkits and support materials
• Coordinate audit support and regulatory reporting assistance for clients.
• Collaborate with the Products team to integrate AI-powered player protection tools into service offerings.
• Liaise with the Labs team to incorporate research findings and innovative strategies into both Advisory and Managed Services.
• Develop and maintain relationships with key stakeholders, including clients, regulators, and internal teams
• Contribute to the development of new CP service offerings, pricing strategies, and scaling options for clients

Qualifications

Components for success. You...

• Have over 3 years of experience in project management or service delivery, ideally within the gambling industry or related fields.
• Possess a comprehensive understanding of regulatory environments and the associated compliance challenges in the gambling sector.
• Demonstrate excellent project management skills, with a proven track record of coordinating complex, cross-functional initiatives.
• Exhibit strong analytical abilities to interpret data and facilitate data-driven decision-making.
• Have exceptional communication and presentation skills, adept at conveying complex concepts to varied audiences.
• Have experience in stakeholder management and client relationship handling.
• Are familiar with AI and data-driven service delivery approaches.
• Are fluent in English.

You'll get extra points for...

• Knowledge of responsible gambling practices and player protection strategies is a plus
• Bachelor’s degree in a relevant field (e.g., Business, Project Management, Law)
• Possess proficiency in an additional language.

Additional Information

Thrive in a culture that values...

• Contribution and achievements by offering performance bonuses and ample opportunities for internal growth.
• Employees' health and well-being through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program and food, travel, and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses.

PLAYTECH MANAGED SERVICES
Established in 2007 in Sofia, Bulgaria, Playtech Management Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.