Operations Specialist

Job description

Operations Specialist VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. We have an exciting opportunity to join our Customer Engagement team, we are currently looking for a Operations Specialist to join the team. The Operations Specialist works closely with the Operations Manager - Customer Engagement to develop and implement solutions that enhance the quality and efficiency of CRM operations . This role is focused on enabling the CRM function through the development and maintenance of a centralized Knowledge Base, technical documentation, and SOPs that support the team in delivering operationally efficient campaigns across global markets. Key responsibilities will include: - Execute optimisations of CRM tools and platforms in line with the wider Customer Engagement strategy to ensure they are continually fit to service the changing needs of the Customer Engagement team, including but not limited to rebuilding queues/views and updates to contact automations. - Provide support with escalations from the customer facing teams. - Follow internal procedures, guidelines and policies especially around use of langu...