SUMMARY:
-
POSITION INFO:
The Chief Experience Officer (CXO) is responsible for owning the entire player journey — making sure every interaction, from the first ad impression to VIP retention, is smooth, engaging, and profitable. It’s a cross-functional executive role that blends Product, Marketing, Creative, Content, Game Supplier Management and Customer Operations into one vision. Our CXO is the architect of the player journey — ensuring that every click, spin, and bet feels effortless, exciting, and consistent with the brand, while maximizing revenue and retention.
Mandate
- Deliver a seamless, high-quality player experience across casino, sportsbook, and any other verticals.
- Align product development with marketing and retention strategies so the brand feels consistent and frictionless.
- Ensure UX decisions drive revenue growth without hurting player satisfaction or compliance.
A. Product & Platform Experience
- Own the player-facing product roadmap (casino, sportsbook, live dealer, crypto integration, etc.).
- Oversee UX/UI design to ensure intuitive, high-conversion flows (registration, deposit, gameplay, withdrawal).
- Lead optimisation for mobile-first experiences, since most traffic is mobile.
B. Player Engagement & Retention
- Direct CRM & VIP strategies, from segmentation to personalised offers.
- Oversee loyalty programs, gamification mechanics, and cross-sell campaigns between products.
- Manage lifecycle communications (email, sms, push, web popups) to boost LTV.
C. Game Supplier Relationships and Maintenance
- Negotiate and manage commercial agreements with new and existing game providers, ensuring favourable terms and access to top-performing content.
- Oversee technical integrations and certifications of new providers and games, coordinating closely with Product and Tech teams to ensure smooth launches.
- Manage ongoing supplier relationships and content pipelines, including the scheduling, placement, and ordering of new game releases.
- Negotiate premium placement and exclusivity deals for high-performing or exclusive titles to maximise visibility and revenue.
- Curate and optimise the game lobby across verticals, ensuring categorisation, UX flow, and featured titles align with player preferences and commercial objectives.
?D. Creative & Brand
- Lead brand tone, visual identity, and creative execution across all touchpoints.
- Ensure promotional campaigns align with both product features and player motivations.
- Oversee content strategy — web copy, communications, game descriptions, sports previews, streaming, contribute to influencer collaborations.
E. Data & Personalisation
- Use player data, behavioural analytics, and AI tools to personalise experiences at scale.
- Drive A/B testing and multivariate optimisation for conversion, retention, and monetisation.
F. Compliance & Responsible Gambling
- Work with compliance/legal to ensure UX and promotions meet regulatory standards in each market.
- Integrate responsible gambling tools without compromising the core experience.
G. Cross-Department Leadership
- Act as the bridge between Tech, Product, Marketing, Operations and Finance.
- Translate executive strategy into actionable roadmaps for multiple teams.
- Champion a player-first culture company-wide.
