Role Overview
This is a strategic leadership role responsible for designing, implementing, and optimizing customer engagement programs. You will lead initiatives that enhance the overall customer journey, ensure satisfaction, and drive retention and growth. You will work closely with marketing, product, and operations to create meaningful experiences that resonate with our audience.
Key Responsibilities
Develop and execute a comprehensive customer experience and engagement strategy for Lagless
Lead initiatives to improve onboarding, engagement, retention, and overall satisfaction
Build programs to foster community, loyalty, and advocacy among players and partners
Analyze customer feedback, behavior, and metrics to inform decision-making and continuous improvement
Collaborate with internal teams to ensure a seamless and consistent customer experience
Manage, mentor, and grow a team focused on customer engagement initiatives
Required Qualifications
Proven experience in customer experience, engagement, or community leadership roles
Strong understanding of customer journey mapping and engagement strategies
Excellent leadership, communication, and project management skills
Data-driven mindset with experience analyzing engagement metrics and feedback
Experience working in gaming, esports, or digital platforms preferred
Preferred Qualifications
Experience designing loyalty, referral, or advocacy programs
Familiarity with CRM, marketing automation, and customer engagement tools
Background in building customer programs from the ground up
What Success Looks Like
Customers are consistently engaged and satisfied across platforms
Retention and loyalty metrics show measurable improvement
Community programs are thriving, with increased participation and advocacy
Leadership has clear visibility into customer sentiment and engagement KPIs
Why Join Us
Lead the creation of high-impact customer experience and engagement programs
Influence company strategy and product development through customer insights
Work with a collaborative, innovative, and fast-growing team
Be part of shaping the future of gaming and esports experiences
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