Dutch Speaking Customer Sustainability Partner

The role

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.

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.
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

How will success be measured in this role

• Re-contacts
• Retention rate
• CSAT
• Specific RG, Jira dashboard SLA KPIs

Your experience

• Good understanding and experience with Responsible Gaming, GDPR, Player Safety processes and vision
• Excellent communication skills
• Native/Fluent in Dutch
• 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