Location:
Manila
Vacancy Type:
Permanent
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 customers, revolutionising the gambling space as we go. We're home to a global family of over 24 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 invests considerably in digital advertising through wide range of channels. We have a mature MarTech stack and ambitious plans to make it better. The Marketing Operations & Support Manager plays a pivotal role in putting in place the processes and practices that result in stability of our marketing technology platforms as well the efficiency and integrity of our marketing operations.

You may have come from a support background within a either a marketing or technology environment. You love to measure the world and through use of data and metrics, in a pro-active manner find areas to make processes more efficient. You will lead a 24/7 offshore team who support our global user base across different brands, and will serve as their first point of contact when they need help.

Key Responsibilities:
 
Operational Support Management
  • Act as the point of contact for operational issues relating to the MarTech stack & digital marketing platforms.
  • Line Manage the Marketing Systems Support team (based in Manila), ensure team Performance indicators are appropriate and all people management issues are dealt with effectively.
  • Define the team’s SLAs and issue resolution process. Ensure effective escalation to 2nd party support as required.
  • Put in place clear stakeholder communication process around service impacting events
  • Ensure alignment with the central Service Operations team, in keeping wider business stakeholders informed
  • Where high priority issues occur, quickly bring the right people from different functions together to deal with high priority issues quickly, while regularly updating the stakeholders on progress and mitigation strategies.
  • Ensure issue resolution is followed through with Root Cause Analysis and future improvements
  • Work directly with external technology partners, developing common SLAs, feeding back issues and working with them regularly to improve.
  • Produce performance report for management regularly suggesting where service improvements can be made.

Marketing Technology Monitoring

  • Pro-actively monitor several internal marketing products as well as integration to 3rd party platforms
  • Monitor and manage daily load of data into key marketing platforms. Manage impact with stakeholders where there are delays.
  • Define requirements on dashboards and automations required to improve overall stability of platforms, and brief into the product roadmap.

    Marketing Technology Administration

  • Centrally manage access requests for all MarTech platforms (e.g. Facebook, Google Ads), ensuring new users are added in a timely fashion and leavers are removed promptly.
  • Conducts regular audits of access to ensure all security policies are adhered to.
  • Ensure no interruption of service to 3rd party marketing platforms due to payment issues. This is achieved by working with Marketing Managers to ensure finance POs are created against budgets and work with accounts payable team to track invoices ensure timely payment.
Specialist Skills and Experience

Essential:

  • Min of 3 years’ experience in a managerial capacity within Service Operational environment
  • Experience of managing 24/7 support teams globally.
  • Strong understanding of technologies across the digital marketing area, including but not limited to Salesforce Marketing Cloud, Adobe Marketing Cloud, Facebook, Google, BannerFlow, Live Clicker, Spirable, etc…
  • Strong communication skills and the ability to deal with senior stakeholders
  • Demonstrable leaderships, diplomatic and motivational nature including the ability to lead up, across and down multiple business and technology organizations
  • Basic Understanding of invoicing and procurement activities
  • Experience in writing technical requirements and development stories
  • Ability to multitask and context switch between low level detail and 'bigger picture'
  • Hands on data analysis or data mining skills, in order to identify patterns and produce insights, leading to data backed-value led approach.

     

    Desired:

  • Experience in the Gaming industry and familiarity with the customer data segmentation / models typically used
  • ITIL or similar Service Management Qualifications
  • Prince 2 or equivalent Project Management qualifications
  • Scripting skills to automate monitoring of technology
About The Company
ila

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.