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 Customer Risk Analyst Manager is a pivotal role within the Entain Sportsbook Trading function requiring effective management of all resources to deliver accurate assessments of Customer behaviours applying appropriate segmentation and risk management mechanisms to maximise financial metrics and support the business in meeting GGR and NGR targets, supporting processes put in place by The Head of Customer Profiling.

Requirement to provide leadership and direction to the Sports Risk Analyst (SRA) Team and support Manilla Trading Teams cultivating a culture where continuous improvement is embraced and under-performance is identified, acknowledged and effectively managed

Managing relationships with Senior Trading personnel to ensure alignment of process, share understanding of challenges and limitations and support decision making 
What you'll be doing:
  • Manage/Maintain processes/procedures for Trader recommendations supported by Bet Notes to ensure consistent and effective segmentation by Stake Factor using agreed Stake Factor Scale.  Provide continued support/guidance to team in decision making process.
  • Utilize a Stake Factor Scale that will evolve to meet business needs in a format that can be readily communicated to/ and understood by wider business.
  • Provide capability to report by volume/ productivity/ Customer groups and any other relevant view that will demonstrate effectiveness of Customer Profiling in conjunction with agreed Customer Profiling Metrics delivered by Trading Analysis.
  • Maintain and manage a knowledge base of Customer behaviours/ profiles to share with Trading Teams to increase understanding and awareness of activity that can negatively impact GGR/ NGR and action required including collaboration with TA to agree forensic investigation of source.
  • Provide governance for significant customers that impact NGR YTD or contribute significant stakes or losses. Format of governance meeting must deliver outputs to Bet Acceptance and Senior Trading personnel including Customer specific terms where needed. 
  • Manage ongoing optimization of delivered reports to ensure resource allocated where most effective with reporting on accounts actioned and summary of customer activity as outputs.
  • Manage relationship with Bet Acceptance to provide real time/ follow-up guidance and feedback on decisions/ levels of exposure and Customer profile as appropriate.
  • Support development of Manila (RC) team to deliver efficiencies within SRA BAU providing qualitative feedback on decisions/ Customer management.
  • Protect the business by ensuring the adherence to core licensing principals and that all processes are fully compliant meeting regulatory bodies requirements.
  •  Provide support to Head Of customer Profiling around Customer entry points, collaborating with relevant Teams to give insight and guidance on expected NGR demonstrated by modelled and real examples with supportive reporting to show overall impact and scope for incentivizing/ structuring deals.
  • Key relationships include:

    VIP Teams
    Acquisition Teams
    Casino/ Games

  • Create specification to Trading Analysis for reporting that can be used as BAU to improve Customer Profiling effectiveness discussing what current / desired capabilities are first.
  • Ensure process to assess and manage Customers appearing on Event Escalations as delivered by Trading Support with follow up action to assess levels of organization/ targeting.
  • Integrity- Responsibility for IBIA alerting and responses seeking insight from Traders and Integrity Teams when needed ensuring process is always followed.
  • Manage all betting integrity policies and procedures as set out by Head of Customer Profiling.
  • Support and liaise with Integrity/compliance Managers, ensuring sensitive data requests are collated and presented in a professional manner.
  • Responsible Gambling- Ensure that where concerns are identified as part of BAU these are escalated to relevant RG teams including any information in the public domain that may have already been acquired.
  • Account Managers- identify and build relationships with key personnel in this area. Advise/support on profiles/behaviours.
  • Provide strong leadership/management to develop the Team by providing guidance, coaching, and personal development using HR programmes ensuring the team is motivated, productive. Adheres to process and is fully compliant with all regulations and legislation.
  • Establish and develop the relationship between SRA and the other internal functions where shared knowledge and practice exist (Compliance and Legal, Payments, Risk and Fraud, VIP/Premier) identifying opportunities to collaborate on projects and improve BAU.

What we need from you:

  • Capable of influencing change within complex matrix operational structures, you will have a collaborative but assertive approach in the work place.
  • You will possess extensive experience of successfully scoping, executing and evolving profiling tools and reporting within the betting industry.
  • Awareness of wider Sportsbook landscape and strategies in use by competitors.
  • Previous experience of working with technical and analytical teams is essential.
  • Strong written and verbal communication skills are essential as you will be expected to summarise complicated and layered analysis in a concise but objective way.
  • You will have direct experience of having managed teams within a sports trading environment.
  • A proven record of generating commercial benefit through the identification and execution of high-quality decisions is essential.
  • Previous experience of working within digital Sportsbook customer focused environments.
  • A proven record of demonstrating vision and awareness of business strategic direction. 
  • Using this vision and awareness you must be able to demonstrate the ability to influence other stakeholders and empower direct reports to act independently.
  • Proven ability in coaching direct reports and the provision of an environment and work flow structure that enables free thinking.
  • Your role will demand flexibility in your approach to working hours.

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.