Player Experience Manager

The Role

Based in our Gibraltar office and reporting to the Head of Player Operations, the Player Experience Manager is responsible for managing the daily operations of the Player Experience team during daytime hours. The team is focused on resolving queries across account setup, payments, promotions, and general support, all while maintaining a high standard of service across every player interaction.

With the recent evolution of our internal structure, Player Experience is now a distinct function, working alongside (but no longer directly responsible for) Player Protection or AML casework. This allows the team to focus entirely on service quality, contact resolution, team development, and improving the overall player journey.

We are looking for a confident people manager who can build a strong team culture, identify and solve service issues, and lead from the front.

Key responsibilities include:

Team Leadership and Development

• Lead, support, and coach a team of Player Experience Team Leaders and Specialists
• Monitor performance and provide coaching on tone, efficiency, and issue resolution
• Identify training needs and work with internal trainers to ensure continuous development Maintain team rotas and ensure optimal scheduling in coordination with the Night Manager
• Handle people-related matters, including performance, absences, and recruitment

Team Culture and Retention

• Foster a team culture that is collaborative, open, and motivated by quality service
• Use coaching frameworks (such as SMART or GROW) to help individuals progress
• Promote accountability and encourage team members to own their development
• Work to reduce attrition and ensure team members feel challenged and supported.

Operational Oversight

• Ensure incoming queries (live chat, email, and tickets) are handled efficiently and in line with our internal standards
• Work with BI to access and refine player support data and adjust workflows based on contact trends
• Oversee escalated cases, ensuring timely and effective resolution
• Track KPIs daily and feed into wider operational reporting and performance analysis

Service & Process Improvement

• Report regularly on reasons for contact and lead initiatives to reduce unnecessary friction
• Work with Marketing and Ops Support to prepare for upcoming campaigns or feature launches
• Proactively test support tools and workflows to identify blockers or inefficiencies
• Collaborate with the Night Manager to ensure effective handovers and 24/7 service consistency

Your Profile

We’re looking for someone who thrives in a fast-moving support environment and knows how to get the best out of a team. This role suits someone with an eye for detail, a hands-on approach to leadership, and a deep understanding of player expectations in the UK market.

What We’re Looking For

• Proven experience leading customer support teams in a regulated gaming environment
• A clear understanding of service standards within the UKGC framework
• Strong written and verbal communication skills
• Experience managing rotas, performance reviews, and KPIs
• Confident using Excel and support platforms (Zendesk or similar)
• Ability to handle escalated complaints with empathy and efficiency

Role Specifics

• Reports to: Head of Player Operations
• Hours: 09:00 – 18:00
• Days: Any 5 days from 7, scheduled in line with team needs.
• Flexibility: Some shift flexibility will be required to support known periods of increased activity or to provide holiday cover

Team Benefits

We care about you, your health, and your wellbeing. That’s why we’ve put together a comprehensive benefits plan to give you peace of mind, allowing you to focus your amazing talents on what you do best.

Here’s what we offer all permanent employees:

Private Medical Cover: Our comprehensive plan is designed to supplement the state healthcare that you currently receive while giving you ample coverage for life’s bigger unexpected events. The plan is free of charge and covers you individually for both physical and mental health.  To extend your coverage to include your partner and dependents (i.e. family plan) at a discounted rate, you can pay an extra fee that is automatically deducted from your salary.

Birthday Day: Working on your birthday is a thing of the past. At Lottomart, we want you to celebrate your special day in style as a paid extra day off above and beyond your standard holiday entitlement. Enjoy!

Thank Holidays: Lottomart will designate a minimum of 5 days per calendar year which will be Lottomart ‘Thank Holidays’ on which our employees can take the day off as a thank you for all of the hard work they put in every day. 

Pay It Forward Day: Every year we will cover up to a full working day’s pay to give you the time to dedicate yourself to a cause you care about. Make a difference by contributing to your local community, helping people, caring for animals, or protecting the environment.

Death in Service Cover: If something happens to you while working for Lottomart, this policy will pay out multiples of your annual salary to take care of your family.

Pension: We have a pension scheme in place to help you plan for your future.  

Gym Membership Discount: Ready to work up a sweat? You’ll be eligible for an employee discount for any gyms in the Infinity Group, which includes Atlantic Suites, Ocean Village, Sunborn, and Reshape & Rumble.

Fresh Fruit & Pizza Fridays! We provide a healthy fruit snack area if you’re feeling like something fresh during the day. For something a bit more decadent, we order all kinds of enormous pizzas from Pizzeria Place outside Casemates to end the week on a high note.

Fast Learning & Growing: Despite being a few years old, we still think of ourselves as a start-up. That means that there are plenty of opportunities to learn, expand your responsibilities, and turbocharge your career growth that you might not otherwise have in a large corporation.