We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players and for ourselves.
WHAT'S IN IT FOR YOU
We offer a competitive industry salary plus a generous annual company bonus. Other benefits include 25 days annual leave, pension scheme (matched up to 6%), private healthcare, a free subscription to the wellbeing app Unmind, our share save scheme and a great selection of professional development and in house training tools for you to use.
That's not all, you will also have access to our bespoke benefits platform that allows you to choose the benefits that are most important to you. Oh, and let’s not forget regular company social events, parties and team building activities!
WHAT YOU’LL DO
It’s a safe bet that the next chapter of the Entain story is going to be epic on a truly global scale. Want to know more? Click here for a short video.
Working within the Customer Operations business, the ARM – Team Lead will direct & lead the days to day tasks for a team that is responsible for delivering exceptional experiences to groups of our most engaged customers, in a manner that ensures that customers receive “best in class” customer management and support.
The role is operational and is responsible for making sure that all day-to-day ARM tasks are carried out to a high standard to provide our most engaged customers with great, safe, and responsible experiences. You will translate business needs into specific actions enable your team to do great work, and support the overall business goals with regard to ARM customers.
You will also ensure that the team are operationally executing our specific campaigns in line with the highest compliance and responsible gambling practices.
The role will suit a supervisor, or someone who believes that they can step up to one & who is well versed in all aspects of operational management, and is keen to get the next stage of their ARM career at Entain.
- Lead and develop a specific Account Relationship Management team by giving regular feedback on performance and development plus identifying Leadership & Development needs (for that team).
- Ensure your team is aware of and abides by responsible gambling guidelines, and that we are acting as a responsible operator adhering to specified compliance and license policies and regulations – across all relevant territories.
- Optimise ARM processes and tasks to improve efficiency Understand and feedback regulatory changes & challenges to specific ARM team.
- Making sure that all day-to-day tasks are carried out to high standard to provide our most engaged customers with great, safe, and responsible experience.
- Identify potential HVCs and host these individuals where necessary.
- Reaching out to lapsed players and reactivating dormant accounts.
- Making sure that the team understands the standards of behaviour by following the policies and procedures of Entain especially the Code of Conduct policy.
- Running regular QA and spot checks and feedback to the team.
- Generating weekly reports to monitor and report on team's performance vs targets.
- Improving customer experience by monitoring behaviors and activity to identify triggers for HV players and work with the Head of ARM on implementation of additional features.
- Attend events when required: hosting the event, meet & greet.
- Ensure that clear communications are delivered within your team to ensure we deliver a fantastic service to our customers and invaluable feedback to the product and marketing teams.
- Ensure that customers, who have the potential to be account-managed customers, are identified, analysed assessed via the Safer Gambling criteria and then assigned to one of your ARM’s, in partnership with the relevant internal teams
WHO YOU ARE
- Demonstrate previous experience in a similar role/environment.
- In depth experience in the ARM / marketing / operational / CRM space.
- Ideally, direct experience of Poker / Casino / Sports players at the HVC level
- You can demonstrate & point to specific examples of operational improvements & excellence in your career to date.
- You will have a high interest in, and good all- round knowledge of online gaming, with strong casino, sports and poker product knowledge.
- The ability to work unsociable hours including evenings and weekends, and be available for team escalations when needed.
- A record of, and commitment to, leading responsibly.
READY TO BE AN ENTAINER...
If you’re looking for an opportunity where you can add true value to a team, we want to hear from you, and you too could be part of our journey to be crowned the undisputed champion in the sports betting, gaming and interactive entertainment industry.
We’re well on our way to clinching that title – and we’re going to do it in a safe and responsible way and it’s the people behind the tech, and the sheer talent within our teams, who enable us to lead digital entertainment in these bold new directions. Which is why we want you in the team!
After you have applied, why not learn more about some of our colleagues here: https://www.entaincareers.com/en/entain-reals/
#LI-SR1
