Customer Experience Senior Specialist–Impulse,

Allwyn Greece

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Career Opportunities: Customer Experience Sr. Specialist - Impulse | Band_Senior Specialist (4050)

Requisition ID 4050 - Posted - Athens (112) - Posting Country (1) - Marketing

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About Allwyn Hellas

OPAP is now Allwyn, entering a new era of transformation powered by digitalization, innovation and unique experiences for retail and online customers. 

Allwyn is a multi-national gaming entertainment company, lottery-led, with leading market positions and trusted brands across Europe and North America. Our purpose is to make play better for all by focusing on innovation, technology, player safety and returning more to good causes across a growing casual gaming entertainment portfolio. 

This new era brings more for our people. Whatever your role, you’ll feel part of something bigger and empowered to make an impact, with opportunities to accelerate your ambitions, develop your talent and thrive alongside colleagues around the world. 

Allwyn has been recognized as a Top Employer in Greece for four consecutive years (2023–2026), reflecting our commitment to creating a workplace that truly stands out and focuses on our people. 

A Winning Career Awaits.

So, what's the challenge...

As a Customer Experience Senior Specialist–Impulse, you will design, manage, and continuously enhance the Impulse customer experience by identifying customer needs and creating engaging journeys that increase satisfaction, loyalty, and commercial performance.

What your day to day will include:

Supporting the execution of the customer experience strategy for Impulse, in line with the Retail team strategy.
Suggesting annual plans for new initiatives, features, mechanics, and customer journeys for Impulse, based on quantitative and qualitative analysis, business objectives, customer insights, and regulatory framework limitations, to continuously enhance the overall customer experience.
Proposing performance targets for the Impulse experience and supporting day-to-day operations to ensure their achievement.
Defining and monitoring customer satisfaction standards and KPIs for Impulse, recommending initiatives to continuously improve the customer experience.
Analyzing market trends, competitor activities, and customer insights to identify opportunities that strengthen the Impulse proposition, improve customer satisfaction, and increase loyalty.
Developing and monitoring performance reports and KPIs for Impulse, analyzing results, identifying improvement opportunities, and recommending corrective actions where needed.
Collaborating closely with the Marketing team to provide input for marketing campaigns and Go-to-Market (GTM) plans that effectively communicate the Impulse proposition, features, and customer benefits.
Supporting the development and optimization of Impulse product content, mechanics, and payouts to enhance market competitiveness and customer appeal, while working closely with business vendors.
Providing business input and requirements for new Impulse features and enhancements, and participating in User Acceptance Testing (UAT) before production releases.
Monitoring the operational performance of Impulse, ensuring compliance with product specifications and regulatory requirements, and collaborating with cross-functional teams to resolve operational or technical issues.
Conducting market visits to assess the execution of commercial initiatives and the customer experience related to Impulse, identifying opportunities for improvement.
Supporting the preparation of submissions to the HGC for new Impulse features and mechanics, in close collaboration with the Regulatory team.
Recommending CRM initiatives and customer loyalty activities for Impulse to increase customer engagement, retention, and overall brand experience.
Responding to ad hoc assignments to meet business needs related to the scope of the role and the individual's skills and capabilities.

What you need to succed:

BSc in Marketing, Economics, Business Administration or relevant field;
MSc in relevant topic is desirable
7+ years of hands-on experience in a similar product marketing role within Gaming, FMCG, Telecoms, Banking
Business acumen with customer centric mentality and creativity
Solid understanding of marketing and product promotion techniques
Very good communication and presentation skills
Strong analytical and problem-solving skills
Strong sales analysis skills (reporting, deep dives, correlations, etc.)
Results an achievement-oriented mindset
Teamwork attitude with excellent interpersonal skills
Adaptability and flexibility to dynamically changing requirements and demands
Proficient MS Office user (Outlook, Excel, PowerPoint, Word)
Excellent verbal and written communication, as well as presentation skills, both in English and Greek language

What’s in it for you?

🚀 An award-winning working environment 

💸 Competitive salary package and bonus scheme 

🩺 Health insurance coverage, Pension Plan and Annual Health Checkup 

💻 Hybrid working model 

🏢 State of the art facilities including gym & restaurant

🎓 Continuous learning powered by Allwyn Academy 

💼 Internal career opportunities 

👪 Family Support incl. daycare voucher and assisted reproduction voucher

🌱 Volunteering program, including 2 extra days off to give back

💪 Well-Being Program incl. sports teams, nutritionist & psychologist services, Employee Assistance line and more

🗓️ Allwyn Day - one extra day off

🍴 Monthly food allowance

🚌 Shuttle service for easy commute to our offices

🛍️ Exclusive employee discounts across a range of partners ️

Allwyn is an equal opportunity employer, welcoming talented individuals from all backgrounds.

Does this opportunity sound exciting to you? If yes, we would love to hear from you!

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