Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
23 (Entain)
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.
 
The Product Team is at the heart of all action. We develop the next generation of products and experiences for players around the globe, and we’re looking for an energetic self-starter who is passionate about comms to help us tell our story.
 

We are looking for a Senior Product Manager – CS Tools, to play a key role within our global product team, transforming our customer experience around customer support into a market leader. 

Our talented team of Product Managers, love to create new and improved technology driven customer centric experiences, with quality and at speed. They thrive on the challenges of; building relationships with multiple stakeholders with different needs; managing multiple competing priorities; balancing speed of delivery with a perfect solution; sometimes needing to switch focus to achieve company goals. They make data-driven decisions and have a raw talent to work with product designers and developers to turn complex business problems into simple customer solutions. The team support one another to facilitate personal and company growth. They have a can-do attitude, always driving continuous iterations of product improvements and they know how to gets things done in a technology company. 

As part of the Product Management team, we are looking for someone with the above qualities, who will shape and execute the product strategy for our portfolio of customer support products. This person will take our player facing customer support features (such as live chat, chatbots and help center) to the next level. They will also be responsible for transforming the product strategy into product delivery and will play a pivotal role in creating a seamless, consistent and engaging end-to-end consumer experience. 

 

Key Responsibilities (What you’ll be doing, in a nutshell) 

  • Works together with the business teams to identify business opportunities and shape the product vision and strategic roadmap 

  • Manages and owns prioritisation of the develop team’s product backlog 

  • Owns the product/feature throughout all stages of the product development lifecycle, from conception to delivery and KPI definition and analysis 

  • Works closely with design and development teams, endorses new agile working processes in product and delivery teams that maximise efficiency and business performance 

  • Thinks strategically to define simple solutions, finding the right balance of quality and speed to market 

  • Efficiently collaborates with 3rd party platform and service providers, where such system integration is in scope 

  • Effectively manages and provides a good service to multiple (internal/3rd party) stakeholders, who often have very different priorities and challenges 

  • Manages dependencies across products, platforms and teams 

  • To be an advocate for user experience and a promoter of customer experience-driven design 

  • Monitors and analyses KPIs to measure the benefit of product changes and identify opportunities for further optimisation and growth 

  • To lead by example, demonstrating strong communication and collaboration skills, inspiring others to reach their potential and create their best work 

  • May be required to travel every 6 weeks 

 

 

Desired Expertise, Knowledge & Experience (What we need from you) 

  • Proven experience successfully delivering projects in a digital technology business 

  • Proven experience using data to inform decision making and to support business growth 

  • Previous experience working with Customer Support Suite and other providers such as Zendesk, Oracle, Salesforce, Medallia (nice-to-have) 

  • Previous experience working with Customer Support channels (live chat, chatbot, knowledgebase - help centre, social media support channels, etc...) (nice-to-have) 

  • Passionate about Product, Technology and E-commerce 

  • Excellent communication skills, with the ability to effectively adapt approaches to both business stakeholders and technical teams 

  • Ability to present ideas and product storylines, and recommendations clearly in verbal, written and presentation formats 

  • Ability to work in a fast-paced environment and juggle multiple projects simultaneously 

  • Ability to support business cases creation, detailed functional specifications and wire frames, with an excellent track record of developing, launching, and marketing online products 

  • A broad and comprehensive technical understanding is required as well as a good understanding of product development processes and concepts, especially in an agile environment 

  • Proven ability to work effectively with international, cross-functional teams and to internalise new processes and developments in a highly dynamic industry 

  • Proven track record in requirements engineering - good analytical, modelling and writing skills - convey the message in the shortest possible way to communicate information effectively to customers, managers, and technical staff 

 

 

Additional Information

What we can offer you 

  • We're a fast-paced, high-tech and progressive company which means from day 1 you'll have an opportunity to make a real impact to the business 

  • Big focus on personal and professional development 

  • Flexible benefits package including (annual bonus, employee share scheme, private medical, life assurance, income protection, matching pension contributions, enhanced vacation package, discounted gym membership) with the ability to flex your benefits package to suit your needs 

  • Great company culture where we bring it on! get involved, do what's right and keep it real 

About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

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.
 

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.