Vacancy Type:
03 (Bwin)
About The Role

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 >25 well-

known brands, and with a focus on sustainability and growth, we will transform our sector for our players, ourselves and

for the good of entertainment.


Reporting directly to the Strategy Director, latam and iberian region, the ‘Head of Customer Experience’ is responsible

for measuring and tracking customer experience across all customer touchpoints for the brands in the region.


Performance will be measured against a customer experience scorecard, combining NPS, CSat scores with other

operational customer touchpoint KPI’s.


This role will facilitate decision making with senior stakeholders in the region to agree and prioritise CX improvements.


After prioritization of CX projects, this role will work together with regional cross functional teams to deliver a

compelling customer experience for each brand with the aim of growing market share and increasing Customer Lifetime



Key responsibilities

  • Develop, measure and benchmark Customer Experience within the region against our Competitors. Using NPS, CSAT and operational KPI’s, establish a CX scorecard for the region and track performance on a regular basis.
  •  Identify gaps in the customer experience across customer touchpoints and develop a Strategy and Customer experience roadmap to close those gaps. Meet with senior stakeholders across the region to agree and prioritise actions to close performance gaps and drive customer—centric joined-up decision-making.
  •  Establish cross-functional project groups to deliver Customer experience change. Manage cross-functional projects to ensure fast realisation of the value for customers through clear KPI’s, stakeholder alignment, pragmatic execution including piloting/experimentation and effective roll-out
  • ·Track implementation of CX projects. Establish a Quarterly governance with senior stakeholders across the business to report on progress of key missions, CX KPIs along with Directors of key functions
  • Continual review of our customer KPIs and targets to ensure they match our customer expectations, adjusting them where necessary.


Specialist skills and experience


● An exceptional communicator who inspires the team and can engage senior stakeholders

● Strong analytical skills with high proficiency across the Microsoft Office suite.

● Previous experience in with a Consumer Brand developing a customer experience framework

● Experience of project-management in large-scale organisations with digital mindset and/or consulting


● Proven track record of managing and influencing a group of diverse stakeholders at different levels of

organisation, internal and external collaboration

● Ability to communicate complex concepts in a structured, simple way

● Self-initiative and ability to deal with ambiguity

● Fluency in Spanish and/or Portuguese. Good verbal and written English are a plus.

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.

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.