Gibraltar, Stratford

The Head of Retention and Bonus Investment & Insight will be focusing in 3 main areas: 

  1. CRM optimisation and value creation
  2. Bonus/Promotional effectiveness and efficiency, Including modelling
  3. Partnering with multiple leaders to drive the commercial performance of our existing customers    
Leading the CRM Investment and analytics team you will be responsible for shaping the CRM strategy with the delivery and deployment of analytical-driven insight. Accountable to the Marketing senior management team, you will be expected to proactively work with the Analytics, BI, Product and Marketing teams to shape and drive best in class CRM and promotions.

The role is responsible for leading the optimisation of promotional spend for retention, reactivation and cross-sell. This includes all types of CRM/existing customer communications and the allocation and insight around promotional spent, building modelling and best practice as how to maximize our returns from our significant promotional investment.

Leading a team of analysts, you will ensure that best practice campaign evaluation takes place and that they educate the CRM operation on how to structure and set up campaigns to deliver best value to the business.

You will be responsible for formulating and driving continual betterment in our promotional expenditure and develop, manage and maintain cutting edge ways to monitor and improve our investments for existing customers.

Role Duties
  • Best practice delivery of customer insight solutions in segmentation, predictive analytics, and multi-channel personalisation 
  • Implementation and management of bonus optimisation for the brands within the digital business 
  • Management of relationships with senior stakeholders, ensuring their expectations are considered and met 
  • Ensuring return on investment analysis of new CRM approaches and tools are completed, with feedback on analysis provided 
  • Shaping of predictive analytics and segmentation and their use in CRM.
  • Owning the optimisation of retention spend and pioneering ways to measure and optimise the performance
  • Use of abstract thinking and problem-solving skills to identify business opportunities, with the ability to pin point key problems
  • Shape and implement the analytical strategy using best in class CRM analytical technique
  • Challenge key stakeholders using data and analytical techniques in order to provide fact based responses
  • Gain agreement and support for analytical approaches and solutions among business stakeholders
  • Demonstrate the value of your analytical outputs in terms of decision making improvement
  • Use scientific research to test, learn and optimise on the key areas of focus
  • A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced
  • Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working
  • A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation
Skills & Experience
  • Previous experience Leading CRM and Analytics teams for well-known brands. 
  • Advanced SQL
  • Senior Marketing professional with extensive experience in Analytics Customer Strategy and Business Intelligence 
  • A CRM expert with a track record of leading teams and driving value from customer data 
  • Knowledge of statistical analysis and methods employed in CRM and Promottional measurement
  • Knowledge of modelling technique and when/where to apply them
  • Capability to build, proto and deploy to beta models in a cloud environment such as GCP.
  • Python and/or R fluency
  • Demonstrate analytical leadership skills and with applying advanced modelling skills to problems
  • Experienced Analyst with excellent skills in articulating how analytics and data drive CRM
  • Strong presentation skills; able to simplify and articulate complex domain areas to senior stakeholders
  • Experience of delivering clear financial KPIS and budget management
  • Manage your own time effectively, plan ahead and adopt a methodical approach to your work

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.