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

Entain is proud of its market leadership. We are licensed and operate in more than 20 countries, across five continents around the globe. We are further differentiating via a group wide customer experience CX program. This role is at the heart of the global CX team, working across Entain’s digital brands to ‘improve the now’ and ‘design the future’ experience. We’re led by our customers, focused on improvements, we are fast and agile, and work smart.

 

As the Business Manager - VOC Platform, you will act as a product owner and expert for our VOC platforms. You will manage and govern the development and utilisation of the platforms such as Medallia and Quantum Metrics. You will ensure the platforms deliver value to the business, are available for the global Entain teams and are used effectively. You will work closely with CX specialists and other platform users to understand and deliver their business needs through the platform capabilities. You will manage the relationship with platform suppliers to maximise value to Entain by driving the implementation and adoption of new functionality and ensuring the rapid and effective response to Entain needs and required fixes.

 
 
What you'll be doing: 
  • Be a key member of the Global Head of Customer Journeys and Insight’s first line
  • Become a VOC platform expert, recognised internally and externally
  • Support the Head of CX Insight and Journey, as they develop the strategy, roadmap, governance, and proven practices for CX – including the CX tool kit (how we do CX @ Entain) to be consistently utilised across the Entain organisation
  • Manage all aspects of the platform to ensure integrity and value to the business
  • Manage the integrity of the platforms and the ongoing development
  • Ensure platforms updates are implemented, assessed and used
  • Manage the pipeline of new capabilities, improvements, fixes, and requests from Entain users
  • Create and manage a standard process and ways of working to respond to requests for changes
  • Develop roll out plan for global operationalisation, manage change in process
  • Manage platform functionality, eg. set up, Text Analytics evolution, Topic creation, AI, rules, triggersMonitor the performance of the platform to optimise value to the CX program
  • Own, deliver and report on a program plan to meet Entain needs, maximise value from the VOC platform and maintain the functional and security integrity of the VOC platform.
  • Manage in collaboration with the program manager all aspects of the platform development, involving live operation as well as new capability implementation
  • Own the global operationalisation of the VOC platform (Medallia)
  • Manage all aspects of the of business-as-usual platform operation
  • Own the platform management and full capability development life cycle: from initiation to deployment for one major or several minor initiatives simultaneously
  • Provide status reporting regarding project milestones, deliverables, dependencies, risks and issues
  • Communicate and align with multiple stakeholders across organizational levels and locations
  • Provide leadership by motivating team members to meet the platform goals, adhering to their responsibilities and milestones
  • Work creatively and solution-focused, demonstrating collaboration, innovation, and excellence
  • Support analyses and creation of strategy presentations on demand
  • Establish gaps in platform utilisation and opportunities to create value to business from the platform capabilities
  • Own the management of training, support materials, answering questions and the design of other interventions. Develop and report utilisation KPIs
  • Work with platform suppliers to influence their development plans, derive value from updates and ensure speedy satisfactory resolution of Entain requests
 
What we need from you:
 
Capabilities and Delivery
  •  VOC platform management and development in a global digital-first B2C business with multiple brands, product verticals and customer segments.
  •  Experienced in managing 3rd party suppliers.
  •  Maintaining functionality within platforms and integrations.
  • Strong analytical skills. Able to work with experts to identify improved functionality to maximise opportunities for sustainable growth.
  • Strong Project management skills. Able to develop and assess plans and roadmaps.
  • Skills is change and transformation. Able to drive global platform utilisation.
  • Able to secure organisational integration and adoption with strategic change plans, organisational KPIs and employee targets.
People and Culture
  • Change programme team management in an ambitious organisation which is developing its customer-centric maturity.
  •  Build capability and enable the team to deliver results collectively and individually.
  • Skilled in working with other CX leaders to deliver strategic goals.
  • Able to lead insight driven decision-making and action
  •  A skilled stakeholder manager who
    • works extensively with key senior stakeholders to deliver business benefit
    • Is recognised companywide as a topic leader who enables delivery though non-reporting teams.
  • An excellent collaborator and CX ambassador with a track record of building networks and creating/ influencing relationships at all levels and across functional departments
  • A talented oral and written communicator who enables others to adopt CX actions and beliefs.
  • Energetic and enthusiastic with drive and ambition. Able to succeed in a highly ambitious, high-profile organisation. Able to work with colleagues internationally and open to regular travel to our regional team hubs.

 

Desired:

  • Understanding the CX cycle: from data and insight to action and impact.  
  • Experience in text analytics and AI intelligence in relation to turning VOC into action
  • Knowledge of sports & gaming industry.
 
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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.