Competitive, private healthcare, relocation package
Gibraltar, Stratford
Vacancy Type:
23 (Entain)
About The Role
Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.
The role in a nutshell:
The Head of Customer Service Strategy will be responsible for the scaling and maturity of the Customer Service operation. Using business process understanding and critical thinking, the role will require you to build strategy to enable constant evolution and future proofing, assisting in delivering a best in industry experience for our customers, using an ‘outside-in’ approach.

What you'll be doing:
  • Supporting the development of long-term global company strategy.
  • Aligning departmental goals, processes and resource allocation with the organisational strategy.
  • Conducting research and analyses of operational effectiveness, processes, stakeholders, etc.
  • Conducting mystery shopping as necessary to facilitate a clear insight of customer service practices.
  • Building strategy based on findings to present to the wider team for operationalisation.
  • Assessing and understanding market trends and competitors (in and out of industry), enabling direct comparisons and being ready to recommend adaptations and change based on these.
  • Defining, prioritising and tracking action plans and monitoring metrics.
  • Focusing on best practices across the industry and beyond.
  • Understanding industry and out of industry trends, being ready to recommend adaptations and change based on these.
  • Actively participate in preparation and presentation of findings, projections and recommended actions.
  • Identifying threats and opportunities.
  • Identifying and take on ad-hoc projects to improve long-term initiatives.
What we need from you:
  • 3-5 years of experience in business administration, management consulting or strategic planning.
  • Excellent understanding of business operations and procedures.
  • Excellent communication and interpersonal skills.
  • Strong organisational and planning skills.
  • Outstanding research and analytical abilities.
  • Project management skills.
  • Presentation preparation and delivery to senior teams.

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.