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 Profiling Executive will be at the front line of our two biggest Sports Betting brands Ladbrokes and Coral
  • Using a finely tuned understanding of the Sportsbook marketplace to assess different behaviours the CPE will categorize customers to contribute to our Sportsbook financial performance
  • KPI’s will include:
    • Total Stake Factor Changes
    • Cost Per Restricted Customer
    • Restricted Cost by Category
    • Total Customer Due Diligence Escalations

Key Responsibilities:

  • Manage Stake Factor recommendation process using LC Stake Factor Scale to profile Sportsbook Customers effectively giving feedback to Trading Teams as required
  • Recognize negative Sportsbook behaviours and how they impact performance
  • Understanding of Exchange driven behaviours and how they affect Horse Racing
  • Assess Bet Notes to support effective management of customers
  • Add Bet Notes to support future review of customers
  • Able to identify and apply known profiles to minimize cost per restriction
  • Minimize losses to Fraud/ Bot profiles escalating to relevant Teams as agreed
  • Use CSM and preports to identify linked accounts aligning as needed
  • Support Player Protection by escalating non-Trading concerns identified through BAU
  • Review customers being affected by Max Bets increasing where appropriate
  • Manage customers identified by Bet In Play Priority/ Bet Acceptance Priority Chats
  • Follow up on customers appearing on Event Escalations using agreed process
  • Apply restrictions and prevent withdrawals for accounts identified by BIP Priority Chats/ Event Escalations and other sources
  • Alert Trading Teams where we see negative behaviour driven by pricing issues/ palpable errors or potential integrity concerns following up on customers as needed
  • Use Power BI to create, share and work on BAU reports
  • Distribute end of day email comms re significant Sportsbook customers
  • Raise/ assess and reply to Integrity Alerts adding insight where possible
  • Collaboration with other functions where crossover (Fraud/ CS/ Marketing)
  • Ensure all activity meets Compliance requirements

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.