Senior Customer Experience Manager

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Job description

Introduction

Join Our Dynamic Team and Shape the Future of Customer Operations!

At the heart of our Customer Operations business, we drive change, optimize customer journeys, and create seamless, personalized experiences that put our customers first. We're on a mission to build the future of sports betting and gaming, removing barriers, simplifying interactions, and unlocking new commercial opportunities.

As a leader in this fast-paced, collaborative environment, you'll execute high-impact strategies, influence stakeholders, and lead transformation across international markets. We need someone who likes a challenge, balances customer satisfaction with business goals, and delivers measurable results.

Ready to make a difference? Drive innovation, advocate customer-centric change, and elevate our business to new heights. Join us and be part of a diverse team committed to winning together.

What you will be doing

• Identifying pain points, inefficiencies, and areas of friction, streamlining processes to improve customer retention and reduce leakage
• Lead strategies that enhance customer experience while delivering tangible business outcomes, including increased revenue and reduced operational costs..
• Work across teams and functions, engaging with senior stakeholders to challenge thinking, shape strategy, and push for continuous improvement
• Drive execution with urgency, ensuring improvements are rapidly implemented and delivering value without unnecessary delays
• Bring fresh ideas to transform how customers interact with the business, leveraging automation and data-driven insights
• Ensure that improvements in customer journeys also support business goals, compliance requirements, and efficiency gains.
• Define clear success metrics, track impact, and continuously refine approaches to ensure the best possible results.
• Stay ahead of industry trends, identifying innovations and best practices that can further enhance customer experiences.

Who we are looking for

We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply to this post, you will

• Be commercially minded with ability to balance customer experience improvements with business goals, ensuring measurable impact on revenue and retention.
• Have the ability to engage, challenge, and persuade senior stakeholders across multiple teams and markets
• Have a bias for action, with the ability to drive change quickly and deliver results without unnecessary delays.
• Have deep understanding of end-to-end customer experiences, friction points, and how to streamline interactions

What we offer

Our roles offer more than just a job, you'll become part of the William Hill family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer

• Financial: Rewarding Salary and bonus schemes.
• Hybrid working :Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
• Holiday entitlement: You'll be entitled to 25 days holiday, plus 8 bank holidays and an extra day for your birthday.
• Perks and discounts: Discounts at a range of high-street retailers.
• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
• Healthcare: We prioritise your health and well-being, offering comprehensive healthcare options.
• Pension package and life assurance: Safeguarding your financial future and offering peace of mind.

More about evoke

We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That's the future. That's evoke.

At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!