Salary:
competitive, annual bonus and great benefits
Stratford
Vacancy Type:
Permanent
Working Pattern:
Hybrid (2 days in the office)
Brand:
23 (Entain)
About The Role

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 players and revolutionising the gaming 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, for ourselves, and for the good of entertainment.

Entain is proud of its market leadership. We are licensed and operate in more than 20 countries, across five continents around the globe. We are further differentiating via a group wide customer experience (CX) program. This role is at the heart of the global CX team, working across Entain’s digital brands to ‘improve the now’ and ‘design the future’ experience. We’re led by our customers, focused on improvements, we are fast and agile, and work smart.

As a CX Manager, you will lead ‘insight to action to impact’ activity for an assigned brand area, focusing on specific opportunities identified through VOC and Journey Analysis. You will ensure Entain’s CX ambition is delivered through improvements in the customer experience. You will work closely with stakeholders from across the organisation to understand the root causes of dissatisfaction and take actions that drive customer advocacy and satisfaction. You will ensure the experience evolves and underpins Entain’s market leadership in betting and gaming.

What you'll be doing:

  • Be a key member of the Global CX team
  • Work closely with assigned brands and respective local teams to articulate the customer voice and ensure it is considered during business decision making.
  • Own the CX performance of your assigned brand, driving improvements in Customer Satisfaction, acquisition and retention, and volume of support contacts.
  • Manage the ‘customer insight to action to impact’ cycle (Active Listening | Outer Loop) for your assigned brand
  • Identify and improve priority Customer Journeys
  • Embed global best practices and knowledge transfer to empower customer-led culture
  • Work with other CX Managers to:
    • Identify opportunities to rollout fixes, improvements and lessons learned across products, brands and delivery teams
    • Deliver Entain customer targets at a customer journey level
  • Identify the action required to enhance CX and resolve systemic player issues within your assigned brand
  • Prioritise the optimisation of the most critical journeys and resolution of the biggest customer pain points in a scalable agile way in collaboration with the relevant teams
  • Review customer rich data across all touch points and channels to drive player led change which delivers against Entain’s brand strategy and CX ambition
  • Work with CX Analysts and Data Insights Team to understand the single customer truth behind the data, identify root cause and translate customer insight into actionable insights
  • Work with stakeholders to prioritise gaps in performance, agree the actions needed to close gaps and include customer priorities on roadmaps
  • Manage the program of activity to drive CX improvements within your assigned brand
  • Create action plans, manage to successful completion, and report status
  • Demonstrate how the actions taken have enhance CX
  • Be the single point of contact for the communication of the actions required and taken to enhance CX and resolve systemic player issues within your assigned brand

What we need from you:

Essential:

  • Capabilities and Delivery
  • CX manager in a global digital-first B2C business with multiple brands, product verticals and customer segments.
  • Deliver market differentiating customer journeys that build trust, loyalty and deliver KPIs.
  • Measurable improvements for customers, employees and the business.
  • Strong analytical skills. Able to work with insight experts to model and agree the best opportunities for sustainable growth.
  • Lead ‘customer insight to action to impact
  • Expert in the utilisation of Customer Experience tools (such as and ideally Medallia, Quantum Metrics)
  • Deliver immediate, impactful results as part of a strategic change programme in a highly ambitious organisation
  • Successful change delivery from ‘initial idea to delivery to scale’ in an organisation with a variety of (local) ways of working and differing CX adoption and maturity
  • Experience working with CX tools, disciplines and skills (including CX Design, CX Metrics, and CX Listening) and integrating with Journey work
  • People and Culture
  • Change programme team management in an ambitious organisation which is developing its customer-centric maturity
  • Build capability and enable the team to deliver results collectively and individually.
  • Skilled in co-working with other CX managers to deliver strategic goals
  • Able to lead insight driven decision-making and action
  • A skilled stakeholder manager who
    • works extensively with key senior stakeholders to ensure an aligned priority agenda across all journeys
    • Is recognised companywide as a topic leader who enables delivery though non-reporting teams.
  • An excellent collaborator and CX ambassador with a track record of building networks and creating/ influencing relationships
  • A talented oral and written communicator who enables others to adopt CX actions and beliefs.
  • Energetic and enthusiastic with drive and ambition. Able to work with colleagues internationally and open to regular travel to our regional team hubs.

Desired:

  • Capabilities and Delivery
  • Knowledge of sports & gaming industry, ideally someone who enjoys a bet and attending sporting events.
  • Acted in a FTSE (or equivalent) company with the risks and expectations of a high profile, regulated organization in various markets.
  • Delivery in an ‘always on’ industry (our players can transact with use 24/7) rather than ‘event driven’ (monthly. quarterly, annually interaction).
  • Experienced in building and securing financial commitment through benefit/ impact case.
  • Customer focused
  • Deliver improvements that drives customer loyalty
  • Effective Influencer working effectively with reporting and non-reporting colleagues
  • Agile. Drives Results and shows impact at speed
  • An effective communicator who can overcome organisational silos

What we can offer you:

  • Culture – We were once a start-up and still have that growth mindset (despite our size). Our industry is renowned for the speed it operates at, and the incredible pace of innovation. Our values include winning together, being bold, exciting customers and driving innovation.
  • Development – Both personal and professional development are important to us. Everyone gets 2 paid days to focus on development, along with subscriptions to learning resources like cross knowledge, linkedin learning and our own learning room. Monthly Empower talks from inspirational leaders from outside the industry.
  • Wellbeing – Our employee assistance program offers free advice on everything from work advice, relationship advice, legal information, and financial advice. Everyone gets a free subscription to the unmind (mental wellbeing) app. Counselling session are available through EAP. We have a monthly schedule of wellbeing sessions and talks with each office having wellbeing champions and coordinators.
  • Flexible benefits package - Annual bonus, employee share scheme, private medical, life assurance, income protection, matching pension contributions, enhanced vacation package, discounted gym membership and cycle to work scheme, with the ability to flex your benefits package to suit your needs
  • Offices - Newly refurbished offices, with chillout spaces and modern facilities
  • Social - Fantastic programme of free social activities, from our summer parties and Friday night drinks, we've got you covered.
  • Sports - We're as passionate about sports as you are, if you can name a sport, we've probably got a company team.
  • Hybrid Working – We offer 3 days a week working from home

What the process looks like:

  • Apply and your CV will be reviewed by one of our Talent Acquisition Partners
  • Phone screening call with our Senior Talent Acquisition Partner Coral Adam
  • 30 minute online assessment
  • 1st interview with the team manager
  • Short task to complete and present back at 2nd interview with Director and other stakeholders
  • Offer and Celebrations!

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.