Customer Service Manager

At Aristocrat, we’re driven by a mission to bring happiness to life through the power of play. We’re looking for a dedicated Customer Service Manager to lead and expand our customer service operations. This role is essential to our success, offering the chance to shape multiple channels, locations, and brands. If you are a strategic leader committed to delivering seamless customer experiences, we want you on our team!

Join us in evolving the customer journey and making a meaningful impact in a fast-growing, dynamic environment.

• Direct and coordinate multi-channel customer support functions (phone, email, chat, social media) spanning multiple locations and brands.
• Coordinate inbound and outbound contact strategies to ensure an outstanding customer experience.
• Develop and implement customer service policies, procedures, and guidelines.
• Collaborate with key partners (Marketing, CRM, HR, Compliance, Operations) to align service initiatives with business goals.
• Drive customer happiness, dedication, and retention through innovative service programs.
• Monitor and analyze service benchmarks to identify trends and implement improvements.
• Manage budgeting, forecasting, and prioritization for the customer service department.
• Ensure compliance with regulatory requirements and company standards.
• Implement training and development programs for customer service teams.
• Apply cloud-based platforms (Freshdesk, Salesforce) and AI tools to improve service delivery.
• Foster a culture of customer-first approach, accountability, and continuous improvement.

• More than demonstrated ability directing customer service functions in environments involving various channels, locations, and brands.
• Proven experience in online industries such as betting, insurance, or fintech.
• Solid understanding of both incoming and outgoing contact center functions.
• Practical experience working with cloud-based service platforms such as Freshdesk or another CRM similar(Salesforce).
• Data-driven approach with proficiency in analytics and reporting tools.
• Excellent leadership, communication, and collaborator management skills.
• Ability to work in a fast-paced, high-growth environment.
• Experience in gaming/betting industry and highly regulated markets (preferred).
• Familiarity with VIP customer handling and advanced retention initiatives (preferred).
• Knowledge of brand new customer service technologies and automation tools (preferred).

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024when the Anaxi and Neo Games businesses (Anaxi, Neo Games, Aspire Global, Bto Bet, and Pariplay) came together. The business is an industry leaderin content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive).

Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

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