The Customer Sustainability Partner plays a key role in the local market strategy for driving the best possible proactive customer service experience within local markets. The role will have full ownership of all proactive customer service communication and interactions, with key focus on driving retention of high value customers in a sustainable, effortless way, where de-risking, onboarding, Responsible Gaming, affordability will be key opportunities to differentiate ourselves as being the leader in offering our customers a proactive, safe and sustainable experience among other activities that also supports that strategy.

As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

What you will do:

Join the CS Operations team, reporting to the Regional Customer Sustainability Manager.

Deliver outstanding service and gaming experiences for customers.

Act as the first point of contact for team escalations, offering solutions to ensure quick resolutions.

Spot and flag process issues, working with stakeholders to improve operations and customer experiences.

Collaborate with stakeholders to align local market strategies with contact reduction and CX goals.

Lead proactive customer communication focused on sustainability, compliance, and service.

Ensure seamless customer journeys through onboarding, risk mitigation, and compliance processes.

Build 1-2-1 relationships with customers to offer a bespoke proactive service.

Partner with Legal and Player Sustainability teams for smooth high-risk communication handling.

Drive market-specific tasks to enhance retention and relationships with high-value customers while adhering to sustainability guidelines.

How will success be measured in this role:

Re-contacts

Retention rate

CSAT

Specific RG, Jira dashboard SLA KPIs

Good understanding and experience with Responsible Gaming, GDPR, Player Safety processes and vision

Excellent communication skills

Native/Fluent in Finnish

High level of empathy

Proactive and solution-orientated

Comfortable in doing outbound communication with customers via all channels

Strong stakeholder management

Analytical mindset and able to put things in context in order to support long term business strategy

Eager to learn and share your knowledge with others

You fully identify with Kindred's values

Self-driven

Structured in your work

Strong product and Customer Service process knowledge

- 24 days holiday (+ public holidays)

- Subsidised meals

- Flexible Hybrid working (Office/home)

- Maternity/Paternity Leave

- 6 weeks fully remote working

- Anniversary awards

- Private Health Insurance

- Dedicated Career Development Plan

- Free Yoga

- Friendly Atmosphere in a fantastic office

- Relocation Support

- Pension Plan