Job Description

At FDJ UNITED, we don't just follow the game, we reinvent it.

FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.

We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

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

We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.