At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As the Head of Sports CRM, you will be pivotal in implementing our CRM vision and strategies across the global Sports business. You will oversee the Sports CRM department, ensuring the delivery of a world-class CRM experience to our customers while managing a team of CRM Coordinators, Country Leads, and Managers.

We are seeking a dynamic and strategic leader to join our global Sports CRM team as the Head of Sports CRM. In this pivotal role, you will be at the forefront of shaping our customer engagement strategies within the fast-paced world of sports on a global scale. You will leverage your extensive experience in CRM to drive innovative solutions that enhance customer experiences and foster loyalty across diverse markets.

Your passion for data-driven decision-making will enable you to develop and implement effective CRM roadmaps that reduce churn and increase customer satisfaction worldwide. You will collaborate closely with cross-functional teams, including Marketing, Product Development, and Trading, to ensure a seamless and engaging customer journey for our global customer base.

As a forward-thinking professional, you will stay ahead of industry trends and explore new technologies to continuously improve our CRM practices. If you are ready to make a significant impact in the global sports sector and lead a high-performing team towards excellence, we want to hear from you!

• Extensive experience in CRM within the online sports sector.
• Proven track record of leading and developing high-performing teams.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strategic mindset with a customer-centric approach to decision-making.
• Familiarity with regulatory requirements and best practices in the sports industry.

• Leading, developing, and resourcing the Sports CRM team to support our strategic growth objectives.
• Designing and implementing the strategic CRM roadmap, focusing on reducing churn, increasing yield, and enhancing customer satisfaction.
• Developing and executing sophisticated customer lifecycle and segmentation strategies to deliver personalised, engaging, and relevant user journeys.
• Driving a unified approach to customer engagement by collaborating closely with key stakeholders, including the Head of Gaming CRM, Trading, Product, and Marketing.
• Promoting a data-driven culture, defining and tracking KPIs to analyse and report on campaign performance, A/B testing, and overall CRM effectiveness to senior management.
• Steering the marketing technology roadmap and fostering a culture of innovation, ensuring the optimal use of tools and the adoption of new CRM methodologies.
• Championing the customer's perspective, ensuring all promotions and communications are attractive, cost-effective, and aligned with wider business initiatives.
• Working closely with Product Development to build and integrate CRM support plans around key product launches and updates.
• Engaging with and influencing multiple stakeholders to agree on plans and prioritise key customer experience touchpoints across the business.
• Ensuring all CRM materials adhere to brand values and meet local regulatory and advertising standards, maintaining an in-depth knowledge of licensing frameworks.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.