customer play well program senior specialist Roma

For a leader company in the entertainment field, Grafton is looking for a Customer Play Well Program Senior Specialist.

As the Customer Play Well Program Senior Specialist for Italy, you will be responsible for ensuring that Responsible Gaming (RG) policies are optimally applied to customers who exhibit problematic gambling behaviours.

You will work closely with the Central Operations team to analyze player behavior, connect with customers, and implement appropriate actions to lead at-risk players. The Responsible Gaming is a key pillar of our group strategy, this position plays a vital role in ensuring customer safety and compliance with our internal policies and industry regulations.

What you’ll do:

·      Work with Operations team to supervise and analyze player behaviours to identify signs of problematic gambling

·      Interact directly with at-risk customers, using an encouraging and empathetic approach.

·      Apply Responsible Gaming policies and take vital actions to mitigate risks, such as setting limits, exclusions, or escalating cases when needed.

·      Work closely with Central Operations and Group Responsible Gaming teams to ensure consistent application of Responsible Gaming measures across all markets

·      Supervise and assess the efficiency of interventions, making data-driven recommendations for improvements.

·      Stay informed about regulatory changes and standard methodologies in Safer Gaming.

·      Collaborate with internal departments (Customer Service, Risk & Compliance, Marketing) to improve awareness and execution of Responsible Gaming initiatives.

What you’ll bring:

·      Proven experience working in customer-facing roles, particularly when dealing with sensitive or at-risk customers.

·      Experience with risk management and applying Responsible Gaming policies.

·      Familiarity with customer support or compliance departments in regulated industries.

·      Familiarity with data analysis and player behaviour supervising tools.

·      Experience working with data-driven and CRM software.

·      Understanding standard methodologies for Safer Gaming and the regulatory framework

·      Familiarity with gambling addiction and harm reduction strategies.

Why choose us:

Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.

·      ​Permanent contract​, with Hybrid work.

·      Discretionary annual performance bonus.

·      Flutter Sharesave Scheme.

·      Meal Allowance.

·      Supplemental Health Insurance and Psychological well-being.

·      Continuous learning for soft and hard skills.

·      Support for parents, children and financial aid for mothers.

·      Volunteering during your working hours.

Location: Rome/Milan

Grafton è il brand globale che si occupa di Professional Recruitment di Gi Group Holding, la prima multinazionale italiana del lavoro e una tra le principali realtà che offrono servizi e consulenza HR a livello globale. L’offerta si intende rivolta a candidati ambosessi, nel rispetto del D.Lgs. n. 198/2006 e ss.mm.ii. e dei Decreti Legislativi n. 215 e n. 216 del 2003 sulle parità di trattamento.

I candidati sono invitati a leggere l’informativa privacy ai sensi degli artt. 13 e 14 del Reg. EU 679/2016 al seguente indirizzo https://it.grafton.com/it/privacy-candidati (Aut. Min. del 15/04/2014 Prot. N: 39/4903)