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 French & 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