Vacancy Type:
16 (Ladbrokes)
About The Role
Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.
So what is a Real-Time CRM Executive? Let us tell you more...

The Grandstand project is designed to set up and mobilise teams to enable the delivery of real time personalised sports communications and stimuli to involved customer groups as the action happens, to drive activity, customer excitement and continued engagement with the sporting day at Ladbrokes.

Working under the guidance of a Real-Time CRM Manager the Real-Time CRM Executive will be responsible for managing the entire ‘real time’ customer experience of our customers across the Ladbrokes brand. Our commitment is to drive audience engagement by ensuring communications are relevant to each individual customer.

A sports fanatic, you will be part of a team responsible for the scheduling and subsequent communication via various contact channels. From campaigns featuring push notifications, SMS messages, e-mail & in-app messaging – you will be part of a small team managing the ebb and flow of our customer’s betting experience through the daily sports betting schedule. You will ensure that all our key promotions & offers are communicated to customers and key features of our sports trading proposition are given maximum exposure.

Your challenge will be to take our trading product - markets and odds - and directly sell them to our active audience by directing and using a variety of segmentation tools and messaging mechanisms. You’ll be driving customer engagement through the display and delivery of our betting opportunities to the audience at the times they are most likely to want to take advantage of them– as the action unfolds, in real-time!

Key Responsibilities
  • Working against a schedule documenting the planning of likely messaging opportunities during the daily sports calendar.
  •  Focusing on in-play sporting events, assist in identifying the most popular and engaging betting opportunities and position these prominently within campaign messaging.
  • Possessing knowledge of our business mix, you will understand the business levels associated with products within our Sportsbook offering and understand at what times of the day these business levels become most prominent. It is at these times, your schedules will facilitate messaging to customers across various sports.
  • Ensure campaigns are tagged with a unique campaign code facilitated by internal tools ensuring each code is specific to the sport, the customer group receiving the campaign and the type of product included within the campaign.
  • Ensure that all delivered activity is consistent, of excellent quality and follows brand guidelines as well as best practice and that all materials are fully compliant with all relevant legislation. In addition, ensuring real-time CRM campaigns are compliant with quality assurance ensuring that quality standards are met to deliver excellent customer service.
  • A natural in best practices around grammar, messaging and writing style. As a voice of our 2 brands, you will utilise the sports schedule and analytical insight to anticipate customer behaviour and journeys, then focus quality assurance efforts around these areas to ensure the user have the best possible experience.
  • Contribute to writing engaging copy across channels that will be used for communication to customers. This will require a high standard of written communication skills ensuring messaging is accurate and can be composed dynamically to deliver to our customers.
  • Responsibility for dynamic fulfillment of nominated free bets awarded to customers deriving from different areas of promotions schedules. You will ensure fulfillment is timely, use established QA processes to ensure accuracy and facilitate the subsequent communication of all bonuses to applicable customers across various channels together with internal stakeholders.
  •  Contribute towards conducting competitive audits including compilation of an extensive gap and competitor analysis, utilising the output to drive improvements and development on the real-time CRM front.

Qualifications and Educational Requirements
  • Degree level education would be preferable but is not a pre-requisite

Specialist Skills and Experience Required
  • Extensive sports and betting knowledge will be essential in allowing you to thrive in this environment.
  •  You will be passionate about sports betting and gaming.
  • Experience of working in a marketing/CRM team would be beneficial but not essential.
  • Exposure to optimising CRM techniques, segmentation, campaign planning is preferred.
  • Experience of working in a customer facing or customer servicing betting function will be helpful as you will understand the needs and demands of our customers.
  • Strong communication skills (verbal, written and presentation) with an inquisitive mindset will serve you well in this fast moving function
  • Familiar with Mobile technology, you will be a keen user of mobile devices who understands the basic usability and technology that powers our customers’ experience of betting with us
  • Organised and with a strong work ethic, you will be hungry to learn new skills and take on board evolving tasks and responsibilities
  • You will possess an attention to detail that enables you to work accurately amidst fast paced guidelines and requests
  • The role will require you to work at those times when our sportsbook is at its busiest, so will need to be flexible to working evening and weekends
Ready for us to bring it on? Bring your energy and drive and let’s entertain millions. For the good of entertainment. Apply now!

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

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. 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.