Head of Customer Care & Quality
Pubblicato il 01-08-2026 - Sisal in Roma
Location: Rome/Milan.
About us: - Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market. What you’ll do: Define and implement the Customer Care & Quality strategy to ensure a high-quality, omnichannel support experience that aligns with the brand and business objectives.
- Monitor performance and service quality by assessing critical metrics, important metrics, and feedback loops, implementing continuous improvement strategies to enhance service standards.
- Coordinate Voice of the Customer (VoC) initiatives, including surveys, feedback analysis, and follow-up actions ("follow through") to improve happiness, dedication, and retention.
- Collaborate with Operations and Compliance teams to ensure the implementation of Responsible Gaming policies, identifying and engaging at-risk players and ensuring the ethical management of customer interactions.
- Drive service innovation by introducing new tools, technologies, and processes to improve responsiveness, personalization, and employee enablement, optimizing the overall customer experience.
- Develop and maintain training programs to equip customer care agents with the necessary skills, ensuring they stay up-to-date on product, process, and policy changes.
- Implement and refine processes for handling customer complaints,
ensuring quick and effective resolution with a focus on customer happiness.
- Provide regular performance reports to senior leadership, highlighting key insights, service metrics, and areas for improvement.
- Continuously evaluate and improve service delivery methods and quality assurance standards to maintain high levels of consistency and quality across all customer interactions.
What you’ll bring: Extensive experience in Customer Service leadership roles, ideally within digital and omnichannel environments, with a strong track record of improving service delivery and customer happiness.
- In-depth knowledge of customer experience strategies and expertise in contact center operations. Familiarity with key customer happiness measurement models is essential.
- Proven experience in regulated industries, with a solid understanding of Responsible Gaming principles and compliance practices. Ability to navigate and enforce regulatory standards effectively.
- Strong leadership and people management skills, with a demonstrated ability to engage, develop, and lead diverse teams across multiple geographies, encouraging a collaborative and results-focused culture.
- Analytical approach with the ability to interpret complex data, transforming customer insights into actionable improvements to drive service quality and business outcomes.
- Ability to communicate effectively in both Italian and English, with strong communication skills across all levels of the organization, including working with senior customers to ensure alignment across functions.
- You are proficient in both Italian and English.
- You are willing to travel within Europe as required by business needs.
Why choose us: Permanent Contract with Hybrid Work.
- Meal Allowance.
- Supplemental Health Insurance.
- The option to join our company Share Saving Scheme. Choose us also for: An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
- Well-Being Support: online meditation courses, medical online service and counselling with the help of certified psychologists and coaches;
- Learning and Development: access a platform full of training courses, join workshops, conferences. Exploit our FlexiLearning program, which allows you to dedicate at least 4 working hours per month for your professional growth;
- Parental Leave Packages: additional support for you, children and financial aid for mothers;
- Volunteering during your working hours. Much more about us: Have a look at our amazing blog Inside. Hear directly from our employees at the following link: - Inside Reviews and comments from our - Glassdoor
and - Indeed
pages. Put yours!
Equal Opportunity