Vacancy Type:
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 and for ourselves.


In the UK, we run some of the biggest consumer facing entertainments brands; Ladbrokes, Coral, Gala, Foxy Casino to name but a few, and, we talk to our customers a lot – arguably more than any other consumer facing industry.  We want to make sure we get these communications right; making sure our customers will always have fun and will always play safely. 


As a Customer Communication Planning Manager, you will become the “voice of the customer” in the Player Marketing team. You’ll take a customer’s perspective on the communications that we send and form a view of best practice across each of our many touchpoints and interventions. This includes welcoming them to the brand, engaging them in real time, communicating regarding compliance and player safety, etc.  Reporting into the Head of Retain and Reactivate and working with Marketing and Commercial leaders, you’ll make our digital marketing machine the most potent in the industry.... 

What you'll be doing:

Strategy and Planning

  • Translate the Brand Strategy and Goals into an integrated customer communications plan, ensuring that we balance awareness, conversion, and compliance goals in our contact strategy.
  • Engage and challenge business stakeholders (P&L owners, product leaders, proposition leaders) to agree a contact strategy that drives positive engagement from our customer base and not just reach.
  • Define KPI sets to monitor both reach and response, balancing the need to promote with customer relevancy.
  • Define a route to reach the nirvana of “individualized contact plans”.
Journey Planning and Mapping
  • Define and align Optimized customer contact plans along frequency, product (e.g., gaming and sports), channel, and proposition.
  • Define with Heads of Department and P&L Leads new planning processes to drive improvements in customer implementation of this plan.
  • Build great relationship with the Research and Analytics team inviting them to provide objective analysis of communication performance.
  • Ensure that our “hierarchy of propositions” is communicated clearly to our customer base – bringing the most relevant and powerful propositions to the forefront.

Analysis and Profiling

  • Building and maintaining a holistic “contact map” – showing how each of our different customer cohorts receive communications from across the multiple contact teams who interact with them.
  • Work with Analysis teams to define reporting requirements for monitoring customer response to contacts.
  • Define and create monthly reporting requirements with Analysis teams, and communicate back to the Heads of Department in Player Marketing as well as other departments/Teams across Entain.
  • Provide the team and other departments insights and reporting on how our evolving contact strategy is positively driving revenue and engagement KPIs.

 Innovation and development

  • Define capability enhancements that will deliver enhanced customer experience (e.g., contact frequency capping, e.g., channel propensity modelling).
  • Define contact map reporting – giving senior stakeholders a clear view of how our overall contact execution evolves over time.
What we need from you:
  • Min of 5 years' experience in cross-channel Marketing functions within digitally focused businesses.
  • Fluent in the analysis and presentation of data; complex data sets reduced to clear messages resulting in action from the various marketing teams.
  • Experience of performance marketing – particularly in CRM and driving improved ROI through improved response rates.
  • Data story telling – presenting complex data in simple and digestible (and inspiring!) stories.
  • Demonstrated ability to think creativity and strategically; ability to articulate ideas clearly.
  • Good understanding of User Journeys, UX, Usability and Front-End technologies used to deliver them.
  • Strong stakeholder management skills: ability to build relationships to influence and guide amongst various levels of stakeholder seniority.
  • Ability to communicate appropriately to different levels of stakeholders, using the appropriate level of detail.


  • Experience in the Gaming industry (a positive but not essential!)
  • Exposure to marketing planning in owned and earned media.
  • Hands on experience with Media / Marketing Measurement techniques.
  • Experience of developing Customer Centric products, marketing campaigns or experiences in roles.
About The Company

Diversity and equal opportunities:

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.

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.