Customer Experience Executive

**The role**:We are looking for a Customer Experience Executive to join our BF International Spain team in our Ceuta office.

We’re creating a whole brand-new team that’s ambitious and hungry for success. Here’s your chance to be one of the first through the door.

**Are you our next star player?**

The Customer Experience Executive will be a pivotal role in the newly formed Betfair Spain team. We will create innovative solutions onsite, that drive value both for customers and the organisation through best-in-class operational output for one of the biggest and important markets in Betfair and conducted in a time-efficient manner with correct prioritisation.

**Why we need you**:
Reporting directly to the Spain Country Lead, the CX Executive will support to:

- Collaborate with our commercial colleagues to ensure that their briefs are understood, prioritised, and planned in ways that are efficient, effective and appropriate to the scale of potential return
- Deliver a localized experience to engage and retain customers, ensuring they stay with us longer, play with us more and recommend us
- Stretch the capabilities of our targeting and creative technology, to ensure customers have a best-in-class experience with us, no matter where in the world they are

**Who we are looking for**:
The CX Executive will be the guardian of the customer experience onsite in Betfair Spain. The role holder will display an ability to perform recurring and ad-hoc operational tasks whilst balancing prioritisation of project work where the strategy, customer proposition and prioritisation set by Commercial is considered on all levels. The CX Executives need a diverse range of skills as their roles cover three key areas of our business:
CUSTOMER-CENTRIC
- Ownership of the onsite experience, ensuring that the executing teams are keeping the Spanish site updated and with highly relevant and localized content for the Spanish customer base
- Put the customer experience at the heart of what you (and your team) do, be customer led as opposed to product led
- Taking ownership of reviewing translations done by the translations agency and performing ad-hoc manual translations when required, considering the translation context, and working with marketing to ensure brand guidelines and tone of voice are followed

STRATEGIC SUPPORT
- Supporting Country Lead with the relationship with Risk & Trading operations and gain an understanding of how this links in with specific Spanish regulatory requirements
- QA ownership in various areas in addition to product, where both the Spanish regulation and top-quality customer experience is ensured to be met
- Supporting the Country Lead with coordination of projects relating to Spain as and when required, making sure the appropriate attention and resource is given to it
- Gaining a thorough understanding of the wider Spanish regulatory framework and how to account for this in key areas of the Spanish business

STAKEHOLDER MANAGEMENT
- Develop strong working relationships with stakeholders, ensuring that resource is deployed to meet their needs
- Ensuring that Content teams have the correct and enough material resource to develop their plans fittingly for the Spanish market
- Supporting Country Lead with any activities that require Spain input including (but not limited to) consumer and product research, onsite / content, promotions, regulatory affairs, legal and compliance, technology, product management, optimisation, and testing, etc.
- Collaborate with the Customer Services team to action frequently raised pain points and problems with the relevant team(s) in the wider business
- Translate requirements into data & creative briefs, ensuring clear communication between teams
- Ensuring customer facing teams have set suitable plans for Spain ahead of major sporting events and product releases
- Previous work experience in; an online company, a large multinational company, B2C company and/or a tech company
- Experience and understanding of the online Business to Consumer (B2C) space
- Must speak fluent English and Native Spanish
- Excellent stakeholder management and communication skills
- Knowledge of betting or the betting industry
- A clear writing style with an impeccable knowledge of spelling and grammar
- Data literate and comfortable in using data to make better decisions
- Familiar with GDPR & can navigate other regulatory requirements
- An interest in sports is highly considered (desirable)
- Efficient working with computers and a good understanding of technology (desirable)
- An understanding of product development in tech companies (desirable)

**What’s in it for you?**
We are offering a competitive salary for this role, which ranges from €28,775 - €37,048 (dependent on experience). Plus, there’s a discretionary annual performance bonus. And we provide advice and dedicated relocation assistance with a cash allowance (gross of tax) of €2,800 for those moving to Ceuta.

Your package w