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Transformation Manager

3 months ago

StratforduponAvon, Warwickshire, United Kingdom Digital SLT GBR Full time

We're Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gaming space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

This role is part of the Entain Transformation team within the Commercial function. It has responsibilities across Retail and Digital in the UK – ensuring our colleagues and customers have best-in-class experiences whilst using Entain products.

The Transformation Manager is a highly collaborative role working cross-functionally across Commercial teams, Operations, Product, Technology, Trading, Procurement and Finance to ensure that our processes and organization is operating in the best way possible and using insight and data to drive towards consistently delivering growth and business benefit.

Owning the Retail experience insights, to ensure the Retail business and stakeholders are understanding of how we are delivering for the customer and identifying those opportunities to enhance our experiences further. Driving to an Omni channel and "one team" approach, looking at ways to take best practice from the Retail insights work to improve Digital experience.

A key component of the role is to proactively identify areas of potential business improvement in the 'way we do things' to simplify processes, improve accountabilities and transparency

What you'll do

  • The remit of the role is broad, and center's on 'Find and Fix' – drive continuous improvement by proactively identifying areas for improvements across all areas of the business. Scope out those opportunities and work to deliver benefits. Transform and continuously improve the UK Commercial ways of working.
  • Work with Digital and Retail stakeholders across a variety of functions (Commercial Sports and Gaming, Product & Technology, Finance, Strategy, Marketing) to define and drive strategic objectives, spot issues or sub-standard ways of working, and report progress / risks to senior executives.
  • Own how we best collate product insights from our colleagues and customers in Retail and Digital to surface pain points that need resolution through process or technology enhancements. This is particularly relevant after important annual events in the sporting calendar, e.g. the Grand National.
  • Work with stakeholders in the business to drive the resolution of those pain points and fundamentally improve the customer and colleague experience. Own "Big Listen" and "Omni surveys" but understand how these best practices can be adopted across Digital to drive a "One team" approach.
  • Take feedback across the surveys and understand the Tech roadmap required to improve change.
  • The remit of the role is broad, and center's on 'Find and Fix' – drive continuous improvement by proactively identifying areas for improvements across all areas of the business. Scope out those opportunities and work to deliver benefits. Transform and continuously improve the UK Commercial ways of working.
  • Work with Digital and Retail stakeholders across a variety of functions (Commercial Sports and Gaming, Product & Technology, Finance, Strategy, Marketing) to define and drive strategic objectives, spot issues or sub-standard ways of working, and report progress / risks to senior executives.
  • Own how we best collate product insights from our colleagues and customers in Retail and Digital to surface pain points that need resolution through process or technology enhancements. This is particularly relevant after important annual events in the sporting calendar, e.g. the Grand National.
  • Work with stakeholders in the business to drive the resolution of those pain points and fundamentally improve the customer and colleague experience. Own "Big Listen" and "Omni surveys" but understand how these best practices can be adopted across Digital to drive a "One team" approach.
  • Take feedback across the surveys and understand the Tech roadmap required to improve change.
  • Continuously evaluate and monitor how Entain experiences compare to the market competition, identifying opportunities for improvements
  • Build relationships with specific 3rd party suppliers to manage key programmes of work, and measure performance levels against agreed KPIs. For example, lead the rollout of fibre broadband to the Retail estate (currently in progress)
  • Represent the business requirements to Procurement ahead of contract negotiations for UK tech suppliers owned by Commercial.
  • Own the Tech supplier and general risk register, i.e. understanding where we need to reach out to suppliers or the wider teams to mitigate or drive change where relevant
  • Support the Product and Technology teams with business case submissions for key hardware investments, e.g. payment terminals in stores
  • Support assessment of the commercial impact of system incidents, i.e. the financial implications of outages and how we can optimize our internal processes to respond to incidents most effectively
  • Support the Digital Ops Director to prioritise Commercial requirements on a quarterly basis, i.e. support the UK Prioritisation process . Ensuring cadence and standard documentation approach across the UK Commercial Prioritisation process is completed. Diarise meetings and publish timetables as appropriate.
  • Annual Capex planning –with annual Capex planning (kicks off in August/September), covering BAU hardware replacements for Omnia, networks and any other in shop requirements , which includes scenario planning depending on the budgets available and any associated Digital process.
  • Feed in to any Tech Business case requirements as neccessary
  • Weekly Experience update – Pull together a weekly update for the Trading Exec on the stats/performance of the Retail support teams

Who you are

  • Exceptional communication skills
  • Exceptional influencing skills
  • Strong stakeholder management, within Entain and externally with 3rd parties
  • Proven track record of delivering complex programmes of work
  • Financially numerate, with experience of building business cases
  • Good Presentation and PowerPoint skills

Competencies and behaviours

  • Implementer: Able to pick up a potential improvement opportunity and work with a range of stakeholders to drive a new way of working through the business
  • Drives Results: A track record of establishing clear objectives and bringing multiple parties together to achieve key initiatives in a complex, unstructured and ambiguous business environment
  • Proactive: Ability to independently identify opportunities for improvement in the business, and provide a view on our options.
  • Influential: Strong ability to foster collaborative relationships and impact decisions at all levels within and outside the organization
  • Structured: Ability to document current and new processes in a structured manner, outline clear goals and update on progress. Comfortable pulling together this information in MS Powerpoint

What we offer

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in the UK, you can expect to receive great benefits like:

  • Life insurance
  • Pension contributions
  • Retail discounts
  • Financial wellbeing support
  • Holiday buy/sell
  • EAP – Employee assistance programme
  • Access to Unmind for personal wellbeing support
  • ShareSave – a chance to share in the company's success

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join the Entain family, it's your game. So let's win together.