Stratford, United Kingdom
Vacancy Type:
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 Project Manager - VOC Platform within the CX Journey and Insight team, you will be responsible to plan and drive the ongoing improvement and operationalisation at global scale of our voice of the customer platform, Medallia. You will create and deliver plans to assure the VOC platform is rolled out globally, is efficiently working, the business-as-usual processes are running smoothly and without failure, issues and risks are mitigated and promptly resolved. You will work with multiple stakeholders including the 3rd party supplier to manage the ongoing platform delivery in line with the CX program goals.

What you'll be doing:
  • Be a key member of the Global Head of Customer Journeys and Insight’s first line
  • To contribute to the continuous improvement of the VOC platform to support more efficient, repeatable, and successful delivery of the CX program
  • To support the VOC platform lead as they develop the strategy, roadmap, governance, and proven practices for deploying technology to deliver customer-led improvements
  • Manage all aspects of the platform maintenance, improvement and operationalisation:
  • Utilise SMEs and stakeholders to ensure accurate definition and capture of detailed project requirements and a roadmap of initiatives.
  • Ensuring key stakeholders are appropriately engaged and the program has the right level of oversight and decision-making
  • Develop and maintain accurate delivery plans; ensuring consistent application of project planning standards
  • Authority and responsibility for effectively and efficiently running projects, delivering them from inception to closure
  • Liaise effectively with the program manager and the VOC Business lead
  • Implementation of robust change control against baselined scope, milestones, outcomes and benefits
  • Champion and drive quality standards to improve successful first-time product acceptance
  • Co-ordinate the roadmap of initiatives day-to-day, liaising with the business lead, 3rd party vendors, multiple stakeholders from across the business
  • Identify, plan for and manage to resolution project risks, issues and dependencies, including timely escalation in an appropriate manner and contingency planning when required
  • Regularly and transparently communicate the status and progress to stakeholders, including key risks, issues, actions and dependencies in line with agreed timelines and standards.
  • Establish the status reporting mechanisms necessary to support accurate and timely information updates
  • Define, schedule and execute formal review meetings, securing sign-offs and approvals where necessary
  • Contribute to the definition and implementation of the governance processes for ongoing platform optimisation
  • Drive a culture of a continuous improvement and working with the team to co-create, embed and continuously improve good practice methodologies, processes and ways of working, and offering support to peers

What we need from you: 

  • Experience in creating and managing roadmap and plans, preferably in a CX related discipline, spanning across multiple functions
  •  Creating and delivering plans for regular platform optimisation, for example: new build of surveys, supplier releases, global survey roll out plans, text analytics projects, global operationalisation, issue log fixes, training programs, change management
  • Experience managing multiple projects at once, across multiple geographical locations and with 3rd parties essential
  • Online experience essential, ideally gained within the online gaming industry
  • Substantial experience of working within both Agile & Waterfall project management methodologies and associated tools and techniques such as: PRINCE2, PMP, Agile, Scrum or Kanban
  • Experience with Project Management tools such as JIRA, Confluence, MS Project, MS Excel
  • Ability to manage resource requirements both internally and externally
  • Demonstrable ability to be innovative in the scoping, definition, management and implementation of products
  • Competence in managing resources in a matrixed, multidisciplinary, globally-dispersed environment
  • Experience of managing third party suppliers
  • Experience of managing projects within a highly changeable business where active prioritisation is required at all times
  • Detail focused but able to see the “big picture” and maintain progress
  • Experience of release management and the software development lifecycle
  • Excellent presentation, facilitation and influencing skills
  • Able to motivate at all levels
  • High levels of resilience and tenacity
  • Experience in balancing & managing multiple internal ‘customers’ at a senior level (Credible and influential at Executive level) in the development and execution of complex projects.
  • Demonstrated strong performance in prior roles, with increasing levels of responsibility and independence; demonstrated ability to lead complex operational and strategic initiatives
  • Strong oral and written communication skills which delivers messages clearly and confidently at all levels
  • A team player who shows respect and values the views of others
  • Flexible approach – equally comfortable managing top level activity and also getting involved operationally to make things happen
  • Strategic problem solving skills
  • Track record of tangible financial and non-financial results
  • Customer centricity – working knowledge in driving improvements that deliver better customer insight and experience
  • Manage your own time effectively, plan ahead and adopt a methodical approach to your work


  • Experience with Medallia or other VOC platform
  • Knowledge and experience in the Customer Experience (CX) discipline: customer insight, customer data analytics, text analytics, AI
  • 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 actio
  • Knowledge of sports & gaming industry.



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.