Stratford
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role

We are looking for Customer Experience (CX) Manager to join our team!

Within the role you will be working very closely with the Global Head of function, running the global CX journey and VOC program. Key elements include: Medallia platform implementation and roll out across Entain’s brand portfolio, analysing VOC data, refining the global VOC program, reporting on the VOC program status and plan.

We're looking for a self-starter, highly driven, strategic thinker yet hands-on executor, who is highly skilled in analytics and visualisation. You'll need to think outside the box to identify and tackle any current issues, juggling projects and keeping everything on track.

Keep reading to find out more!

What you'll be doing:

  • Support the implementation and ongoing maintenance of the Medallia Digital solution on Entain digital properties
  • Become an expert source of knowledge for best practices and expertise in Digital Customer Experience and using Medallia.
  • Utilise industry expertise to align Entain’s Digital CX strategy with the overall business objectives of our larger omni-channel CX program
  • Manage clear implementation milestones based on project management processes to deliver implementation and Digital feedback enhancements on-time and in budget
  • Collaborate with the business to establish and achieve critical business goals and key performance indicators, resulting in improved Digital Customer Experience
  • Build tangible and repeatable success stories across all Entain’s markets
  • Work with the CX Managers and our BI data partners to help develop automated dashboards to effectively monitor / track key customer metrics.

What we need from you:

  • Passion for customer experience
  • Experience in using customer feedback to inspire change within the organisation
  • Excellent understanding of CX metrics (e.g. NPS, CSAT, Ease)
  • Strong analysis and presentation skills
  • Excellent analytical skills and a detective attitude to find patterns and stories in the data
  • Experience in research and/or analytics
  • Can work in a fast-paced environment and balance multiple projects simultaneously

Desired:

  • Experience with Medallia reporting or other experience and journey reporting tools.
  • Experience with mapping customers journeys to showcase the current struggles or customer steps.
  • An understanding of the gaming industry and key satisfaction drivers across different journeys 

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.