Customer Success Specialist improving client satisfaction and engagement through client management and support. Utilizing tools like Zendesk and JIRA to resolve issues effectively.
About the role
- Head of CRM & Support responsible for customer retention and communication strategies at Whow Games. Driving player satisfaction and loyalty through innovative CRM initiatives in the gaming industry.
Responsibilities
- Responsible for all activities related to customer retention, communication and support
- Develop a data-driven CRM strategy
- Plan and optimize retention campaigns
- Implement and oversee VIP and high-value player (whales) care programs
- Manage all CRM communication channels
- Lead and develop the Customer Support team
- Define and analyze key KPIs
- Work closely with Product, Marketing, BI and Operations
Requirements
- Several years of experience in CRM, Customer Care or Community Management
- Analytical mindset, strategic planning skills and a creative approach to customer retention
- Experience with tools such as Braze, Tableau, HTML and marketing automation is a plus
- Strong communication skills, hands-on mentality and ability to design and improve processes efficiently
- Very good German and English language skills; additional languages are an advantage
Benefits
- Professional colleagues with several years of industry experience
- Dynamic environment with flat hierarchies and fast decision-making
- Flexible working hours
- Option to work remotely (presence in the office 2 days per week is expected)
- Regular company events
- Fruit, drinks and meal allowances
- Subsidy for the Deutschlandticket
- Wellpass membership available
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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