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About the Role
Shape and deliver the future of CRM capability across UK&I by identifying, evaluating, and implementing innovative CRM, AI, and marketing technology solutions to enhance customer engagement, operational efficiency, and commercial performance.
Responsibilities
- Develop and deliver the UK&I CRM Capability and Innovation Roadmap, aligned with business objectives and customer strategy.
- Identify, evaluate, and implement CRM, AI, and marketing technology capabilities that enhance customer experience, operational efficiency, and commercial performance.
- Lead the adoption of AI-enabled CRM capabilities, driving best practice and measurable business outcomes across the CRM function.
- Act as the UK&I CRM business owner and subject matter expert for Optimove, maximising platform value and championing new capabilities.
- Partner with CRM, Martech, Product, Data Science, and Commercial teams to prioritise and deliver CRM transformation initiatives.
- Build business cases for new CRM capabilities and technology investments, ensuring measurable commercial value.
- Lead cross-functional change initiatives, driving stakeholder engagement, capability adoption, and process simplification.
- Monitor CRM, AI, and MarTech trends, identifying opportunities to continuously evolve Entain's CRM capability.
- Establish governance, frameworks, and success measures to drive CRM maturity, AI adoption, and marketing effectiveness.
- Communicate roadmap progress, opportunities, and risks to senior stakeholders, influencing strategic decision-making.
Requirements
- Minimum 5 years' experience in CRM, Customer Marketing, MarTech, Product, or Innovation-related roles.
- Strong understanding of customer lifecycle marketing, retention, reactivation, personalisation, and loyalty strategies.
- Experience working with enterprise CRM platforms such as Optimove, Braze, Salesforce Marketing Cloud, Adobe Campaign, or similar.
- Demonstrable experience leading CRM transformation, business change, or technology-enabled innovation programmes.
- Strong understanding of AI applications within CRM, marketing automation, and customer decisioning.
- Experience developing business cases and measuring the commercial impact of technology investments.
- Strong analytical, problem-solving, and strategic thinking skills, with the ability to translate data and insights into business outcomes.
- Excellent stakeholder management, communication, and influencing skills, with experience working across multiple business functions.
- Proven ability to manage multiple strategic initiatives and priorities in a fast-paced, evolving environment.
Skills
- CRM
- Customer Marketing
- MarTech
- Product
- Innovation
- AI
- Marketing Technology
- Optimove
- Customer Lifecycle Marketing
- Retention
- Reactivation
- Personalisation
- Loyalty Strategies
- Salesforce Marketing Cloud
- Adobe Campaign
- Business Case Development
- Stakeholder Management
- Communication
- Influencing Skills
- Analytical Skills
- Problem-Solving
- Strategic Thinking
Experience Level
- Minimum 5 years' experience
Benefits
- A regular bonus
- Healthcare support
- A stake in our success through our ShareSave scheme
- Great development opportunities
- Wellbeing support
About the Company
- Sports betting, gaming, and interactive entertainment is changing, and we're leading that change by putting people first.
- We are placing exciting, engaging, and entertaining experiences at more fingertips than ever before.
- We're pulling into pole position by pushing boundaries further with innovation and technology.
- When you join Entain, it's your game. So let's win together.
Equal Opportunity
- Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.