Group Director of Customer Service and Operations, Entain
+ Bonus
Sports betting and gaming entertainment provider
Job no longer available
Sports betting and gaming entertainment provider
1001+ employees
Job no longer available
+ Bonus
1001+ employees
Company mission
To lead the change in sports betting, gaming and interactive entertainment.
Role
Who you are
- You will also have experience of developing and leading efficient operations in the most cost-effective way to meet the current and future needs of the organisation
- You will have a passion for creating high-performing teams and delivering great service through the application of technology, AI, continual optimisation and innovation
- It is important that you have previously excelled in leading successful large teams in excess of 1000 people within complex, multi-channel, global and regulated businesses, and you are able to demonstrate that you truly appreciate and understand the technicalities and challenges of operating in such an environment
- Breadth of experience working across different sectors, regulators, industries and geographies
- Experience serving global customers with an appreciation of the nuances and their differences in needs an expectations
- Experience in financial services, regulated or betting and gambling is desirable but not essential
- Experience working in a fast-paced and agile environment
- Experience and knowledge of leveraging different technology solutions and tools to enhance the customer service experience and deliver ROI
- Experience managing remote locations and a multi-cultural environment
- Previous success in managing and developing relationships with third party suppliers and outsourcers
What the job involves
- We are looking for an exceptional and inspirational leader who is driven to achieve results whilst empowering and driving their team to succeed
- Reporting to the Chief Operating Officer you will be part of the senior leadership team as well as the wider Executive Leadership Team
- This role is responsible for the leadership and continuous development of all pivotal operational functions within the group such as Customer Service Contact Centres, Back Office Operations, Risk and Payments, Customer Protection and the associated Support Teams for Customer Service and Operations
- Accountability for the global Customer Service and Operations Strategy serving our global customer base
- We operate 24/7, we are multi-channel and we are global in over 15 different locations covering 16 languages
- Ensuring the Contact Centre and Operations teams operate efficiently with the capability and capacity to deliver great experiences for our customers
- Balance service levels that meet customer expectations with cost and ensuring the team remain as effective and efficient as possible
- Develop the function to act as an intelligence hub to the rest of the business, providing valuable insights that inform on how we can improve the customer experience
- Ensure delivery of all key OKRs (Objectives and Key Results) set by the company and for the Customer Service and Operations team
- Instil a data-driven and insight led culture across the team
- Ownership of the budget and forecast for the team collaborating closely with the Finance teams
Salary benchmarks
Our take
Entain stands as a prominent global player in the sports betting and gaming industry, operating within the expansive realm of entertainment. Engaging in diverse facets of sports betting, gaming, and interactive entertainment, the company boasts ownership and management of a varied portfolio featuring renowned brands like Bwin, Coral, Foxy, and Ladbrokes.
At the core of its services, Entain facilitates sports betting, enabling users to wager on a multitude of sporting events. Additionally, the company offers an array of gaming services encompassing casino games, poker, and various interactive entertainment options. Leveraging advanced technological capabilities, Entain is uniquely positioned to deliver an unparalleled and sophisticated user experience.
The company's strategic prowess is evident through key partnerships, notably with MGM Resorts International, exemplifying its concerted efforts to establish a significant presence in the US market. Entain continues to navigate industry complexities, underpinned by its diverse brand portfolio, cutting-edge technology, and strategic collaborations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Private medical insurance
- Pension Scheme
- Sharesave Scheme
- Paid subscription to the mental wellbeing app Unmind
- Entain & Enhance days – 2 paid days off to focus on you professional or personal development
Company values
- Do what’s right
- Go beyond
- Keep it Simple
- Win together
Company HQ
Stratford, London, UK
Articles
Leadership
Gavin Isaacs
(CEO)Diversity, Equity & Inclusion at Entain
- Levelling the playing field. 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, equitable and inclusive future - for our people, the wider sports betting industry, and society beyond. Our purpose at Entain is to bring moments of excitement into people’s lives. But none of this would be possible without our people working at their best. To achieve that, we’re creating an environment where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate individual differences, and make sure everyone is supported, and empowered, to thrive.
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