Customer Operations Manager: Sunbet (Sandton) at Sun International

Description

Job Purpose: 

• The Customer Experience Manager is responsible for shaping and executing SunBet’s customer operations vision to drive exceptional player experiences, business growth, and regulatory excellence.
• This role combines strategic oversight, operational leadership, and commercial accountability, ensuring that customer interactions across support, verification, responsible gambling, and the call centre are seamless, data-driven and aligned with broader business objectives. 
• The Customer Experience Manager partners with executive leadership, internal teams, and external vendors to translate customer insights into measurable outcomes, optimise operational efficiency, and embed innovation across the customer journey, while ensuring scalable, high-performing call centre operations that support both business growth and operational excellence.

Requirements

Job Scope and Responsibilities: 

• Define and execute a Customer Operations strategy aligned with corporate goals for growth, customer lifetime value, and operational efficiency
• Act as an advisor to the executive team, translating customer insights and operational data into commercial and product strategy decisions
• Champion the integration of customer metrics (e.g., NPS, CSAT, first contact resolution, churn rate) into the company’s broader business performance scorecard
• Own the Customer Operations annual budget, ensuring optimal allocation of resources across in-house and outsourced functions
• Develop and manage financial forecasts, ROI models, and cost-to-serve analysis to support strategic investment and efficiency decisions
• Balance cost optimisation with service quality, innovation, and customer satisfaction
• Deliver measurable improvements in operational efficiency while maintaining compliance and service excellence
• Oversee customer support, verification, and responsible gambling functions, ensuring consistent, compliant, and customer-centric delivery
• Use data analytics and customer insights to identify root causes of friction and design proactive solutions that enhance retention and lifetime value
• Partner with Product, Marketing, and Compliance teams to ensure the customer experience drives business growth and meets regulatory expectations
• Lead vendor partnerships with CX technology vendors
• Negotiate and manage contracts to achieve optimal commercial value, service levels, and innovation outcomes
• Continuously assess external market trends and technology providers to future-proof SunBet’s customer operational model
• Drive digital transformation and automation initiatives to enhance scalability and reduce manual dependency
• Leverage AI, data, and self-service technology to redefine the customer engagement model
• Set and execute the call centre strategy aligned with corporate objectives, customer growth, and retention.
• Integrate call centre metrics (NPS, CSAT, FCR, churn) into business performance dashboards to drive strategic decisions.
• Use call centre data and insights to inform product, marketing, and service strategies.
• Ensure scalable, efficient operations that support business growth and new initiatives.
• Drive innovation through digital, AI, and self-service solutions to enhance the customer experience.
• Manage vendor and technology partnerships to optimise service, cost, and future readiness.
• Maintain governance, compliance, and responsible gambling standards across all call centre operations.
• Develop leadership and talent to build a high-performing, customer-focused team.
• Foster a culture of customer centricity, innovation, accountability, and collaboration
• Serve as a visible ambassador for SunBet’s commitment to responsible gambling and ethical conduct

Core behavioral Competencies:

• Strategic Thinking
• Customer-Centric Mindset
• Adaptability & Agility
• Analytical & Data Driven Decision-making
• Leadership Coaching
• Innovation Mindset
• Results Orientation
• Resilience & Composure
• Digital Mindset
• Customer Advocacy
• Business & Financial Acumen
• Industry Knowledge and interest in sports betting and online gaming
• Gaming & FIC regulations
• Customer Operations Management
• Regulatory Compliance & Player Protection
• Operational Strategy & Process Design
• Technology & Systems Proficiency
• Continuous Improvement
• Risk & Incident Management
• Vendor & Partner Management

Qualifications: 

• Bachelor’s degree in business administration, Operations Management, Customer Experience, or a related field

Experience:

• 10+ years’ experience in customer operations or customer service leadership, ideally within online gaming, sports betting, fintech or digital service industry.