Customer Engagement Platform Specialist at Hollywoodbets

Responsibilities

• We have an amazing opportunity for a Customer Engagement Platform Specialist. Do you think you have what it takes to be our newest Purple Star?
• The Customer Engagement Platform Specialist is responsible for managing, optimising, and coordinating the business’s relationship with CRM platforms, internal stakeholders, and other integrated tools.
• The Customer Engagement Platform Specialist is the operational bridge between marketing, product, BI, and platform vendors to ensure seamless implementation of customer engagement strategies.
• The Customer Engagement Platform Specialist will monitor performance, support rollouts, escalate issues, manage SLAs, and ensure platforms are leveraged to their full potential.

You Bring:

• 3–5 years managing SaaS platforms, CRM tools, or engagement systems
• Working knowledge of API-based systems, BI tools, ticketing systems
• Valid driver’s license

Bonus to have:

• Diploma/degree in Project Management, Marketing, or IT  

What You’ll Do For The Brand:

• Maintain active communication with platform vendors, ensuring regular updates and feedback loops.
• Coordinate alignment between platform roadmaps and internal Customer Experience & Engagement strategies.
• Track and manage SLAs, support tickets, and vendor performance logs.
• Monitor and escalate technical issues with platform performance, availability, and configuration
• Coordinate with internal stakeholders on system changes or integration points.
• Maintain a live log of all issues, platform improvements, and pending requests
• Work with internal stakeholders to plan and test new platform features or modules.
• Oversee QA and go-live readiness of new CX & Engagement tools or workflows
• Ensure documentation and playbooks are updated post-implementation
• Develop monthly scorecards to track uptime, issue resolution, and platform usage metrics
• Present regular insights to the CX & Engagement Team Manager to inform platform enhancement decisions
• Create and maintain clear internal documentation of platform processes, integrations, and best practices (SOP)
• Train internal teams on platform functionality and changes as needed.
• Research and analyse competitor activities in the CX, CRM and iGaming space.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and in a fast-paced environment.
• Any other related duties that might be required.

What You’ll Bring To The Team:

• Good communication and interpersonal skills 
• Ability to build and maintain stakeholder relations
• Be technically savvy
• Strong organisation and process skills 
• Ability to maintain tracking systems, QA logs, SLAs, and integration documentation
• Be Accountable 

Apply Before 01/30/2026