Customer Trust Manager F/M

WE ARE BETCLIC 🎯

Betclic, European leader in sports betting, is much more than just an online gaming site! Also offering Poker, Horse Racing, and Casino games across various countries and continents, it is an inspiring and forward-thinking company: every day brings new challenges in a modern and dynamic environment. As an influential player in the tech industry, with strong and sustained growth over the years, we believe in innovation through diversity and inclusion and encourage everyone to reach their full potential. With our multicultural team, we provide an optimal, safe and responsible gaming experience, powered by cutting-edge technology.

WHY JOIN US? 🚀

At Betclic, success comes from passionate and committed teams. Here’s why you’ll love working with us:

💡An international and creative environment where every project is an opportunity to innovate

📈Hypergrowth that brings new challenges and development opportunities every day

🏡A healthy work-life balance: flexible remote work and workplace well-being are essential pillars for us.

🌟A unique and friendly atmosphere, with 1,600 employees across 5 countries and our headquarters in Bordeaux

Are you passionate about sports and tech? Join us and help shape the future of online gaming!

ENTER THE GAME 🎮

As a Customer Trust Manager within the Customer Intelligence & Trust department, reporting to the Customer Intelligence & Trust Director, your scope will cover all Betclic markets and products.

Your mission will be to build and develop Betclic’s Voice of Customer (VoC) approach to better understand the issues affecting customer experience and trust, and help teams turn these insights into concrete improvements.

YOUR ROLE WITHIN BETCLIC 🔥

In this role, your main missions will be:

• Build and run a VoC framework, bringing together feedback from Customer Service, social media, app stores, surveys, complaints and other relevant sources.
• Use AI, analytics and customer tools to connect these sources, while ensuring data quality and reliable findings.
• Identify and prioritise customer irritants based on their frequency, severity, affected customers, and impact on experience and trust. Where the evidence allows, distinguish broader market trends from issues specific to Betclic.
• Analyse situations that may undermine trust and consistency across customer touchpoints.
• Engage relevant teams to investigate issues, make recommendations and drive corrective actions.
• Build VoC governance and help foster a customer-centric culture by sharing findings, aligning stakeholders at all levels around common priorities, and establishing continuous improvement routines.

Success measures:

• Key sources of customer feedback are consolidated and used regularly.
• Priority irritants lead to tracked actions with the relevant teams.
• VoC findings inform decisions across Customer Ops, Product, Marketing and other relevant teams.
• VoC actions are tracked with relevant indicators, and their impact is assessed with the teams responsible for implementing them.

WHO ARE WE LOOKING FOR? 🔍

We are looking for passionate and curious professionals who bring kindness and a touch of enthusiasm !

This job is for you if:

• You have experience in Customer Experience, Voice of Customer, continuous improvement or cross-functional project management.
• You have B2C experience, ideally in digital services, platforms or consumer products.
• You have a strong customer focus and interest in trust, perceived fairness, communication and brand experience.
• You have the ability to structure varied feedback, develop clear recommendations and drive implementation across teams without direct authority; experience engaging senior stakeholders (Director, VP or C-level) is a plus.
• You have a strong interest in AI and analytics tools, with the judgement to assess their outputs and limitations.
• You have data awareness; experience with Tableau, Power BI, Omni or equivalent tools is a plus.
• You have excellent synthesis, communication and coordination skills, and professional English.

WHAT ARE THE RECRUITMENT STEPS? 📝

If your application is shortlisted, Elliot will contact you within a week for an initial HR screening (30 minutes). Then, you will complete the AssessFirst test (personality, motivation and cognitive reasoning).

Next, you will meet Audrey, Customer Intelligence & Trust Director, your future manager, followed by Gilles, Head of Customer Intelligence.

You will then complete a practical case study to explore how you analyse customer feedback, identify underlying issues and translate your findings into clear, actionable recommendations.

Finally, Elliot will conduct a final HR interview to review your AssessFirst results together.

The recruitment process usually takes between 4 to 6 weeks to ensure an optimal experience for you.

WHAT CAN YOU EXPECT? 🎁

✅ 25 days of paid leave and 10 RTT days

🍽️ A Ticket Restaurant® card credited with €11 per day (€6 per day funded by Betclic)

🩺 100% health insurance coverage for you and your children

🚆 50% reimbursement of public transport costs or an annual sustainable mobility allowance (€230 for commuting with sustainable transport)

🏡 Hybrid work model

📚 Access to a vast training catalog, with opportunities for professional development every year

🏢 Extraordinary office spaces with a rooftop where you can enjoy sunny breaks with a view of the Cité du Vin

🎉 Internal events to liven up your daily life

🏋️ On-site sports classes and organized tournaments (Pilates, circuit training, boxing, yoga, futsal, padel, tennis…)

Permanent contract, available immediately in Bordeaux, remote work possible from another city (on-site presence required 4 days a month) Betclic Group – 117 Quai de Bacalan, 33300 BORDEAUX