Director, Consumer Insight
Our Business
WorldWinner, a wholly-owned subsidiary of Liberty Media Corporation, hosts online competitions in some of the most popular casual games-including Solitaire, Bejeweled 2, SCRABBLE® Cubes, Family Feud and Diner Dash. Players compete against one another for cash and prizes and the outcome of each competition is determined by the players' skill.
With more than 30 million registered players globally, WorldWinner hosts more than 20 million tournaments every month. WorldWinner brings together people who love to play games and thrive on the thrill of competing, allowing them to demonstrate their ability in tournaments for free, or match wits against opponents for cash and prizes.
Many of the popular games played on WorldWinner and its partner sites have attracted a timeless following in the offline community, such as chess, spades, solitaire and 9-ball pool. Now they can be enjoyed online by millions whenever the need for friendly competition strikes.
Position Summary
The Director of Consumer Insight will give voice to the needs of our online audiences for both GSN.cm and WorldWinner.com. This position will manage customer service for both sites as well as conduct ongoing research to validate issues, uncover new growth opportunities, and ensure an excellent user experience. The Director of Consumer Insight will report into marketing but will interface with many departments, not the least of which will be the Product and Business teams for both WorldWinner and GSN. The position will manage 6 to 10 Player Services representatives, several external vendor relationships and our Player Operations and Community Manager.
Primary Responsibilities
- Manage the Player Services team, driving to excellence of consumer interactions and improved player retention. Provide excellent leadership by growing and developing staff; setting budgets and forecasting headcount requirements; source outsource partners if/when needed and setting the tone and quality of email, phone, and live chat interactions.
- Proactively execute primary research with the Player Network and other sources to truly become the voice of our consumer. Travel to various destinations around the country to meet with our players, uncover new business opportunities, validate ideas in consideration, and guide any changes to the user experience. Work with the research team in Santa Monica on various cross functional projects as well as the Director of Retention internally within GSN Digital Marketing to improve player retention.
- Oversee management of our Player Community. Develop and support the Player Operations and Community Manager to grow the depth and stickiness of our player community. Leverage the Player Community to uncover and pain points in consumer interactions setting action plans to resolve. Continue support of segmentation strategies by offering unique and differentiated service to high ROI segments like the Premier Club.
- Facilitate player interactions with the Fairness and Fraud, finance, marketing, programming and product teams as needed.
- Manage and improve systems used to facilitate consumer interactions – particularly Timpany and WorldWinner reporting systems
Required Skills and Experience
- 5 to 7 years relevant work experience in customer care, marketing, and/or consumer research
- 3 to 5 years of online experience (email/live chat/customer service/e-commerce) in a B to C environment
- Excellent speaking, management, and leadership skills
- Passionate drive to “delight” the customer
- Highly computer literate
- Avid online casual gamer
- Bachelors Degree
WorldWinner is located at 275 Grove Street in Newton, MA close to Route 95/128, the Mass Pike and immediately next door to the Riverside MBTA station.
Send Resume to: jobs@worldwinner.com
More Information at: www.worldwinner.com |
