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Casimba Gaming JobsGibraltar

Player Experience Manager

Description

Player Experience Manager

Job Description

Player Experience Manager

Lottomart Games is a jackpot entertainment brand. We offer slots, progressives, live games, table games, instants, lottery betting, and exclusive scratchcards.

Licensed and regulated in both the UK and Gibraltar, you can play with us from the UK and around the world using mobile web, mobile native (UK Apple App Store & Google Play), tablet, and desktop.

  • Location

Gibraltar

  • Salary

Competitive

/ year

  • How work

Full-time

Company Profile

  • Company Size

50+

  • business field

iGaming

  • legality

  • Scope

50+

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, al