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Head of Performance & Commercial - Customer Safety

Your team

Customer Safety is central to our long-term strategy and success. We believe that leading the industry in safety and trust is integral to our success as a business. We will deliver this through developing the best models, the best journeys and the best interventions to ensure that we look after our customers whilst allowing them to enjoy playing with us.

The Head of Performance and Commercial will be responsible for leading both Commercial and Safer Gambling performance across the Customer Safety Tribe.

This role will be pivotal to the tribe in driving the performance culture of the Customer Safety Tribe (CST), working extensively across the tribe and the business to ensure that we are continually upping our game when it comes to performance measurement across SG impacts, commercial forecasting, ongoing tracking, and in embedding OKRs into the Tribe.

What you’ll do

Working as part of an extended leadership team, you will be accountable for the overall performance management and commercial impacts of our Customer Safety strategies.

You will work with multiple stakeholders, particularly our Finance, BI and Product teams to ensure:

  • Robust and detailed commercial insight, including forecasting the impacts of upcoming change (regulatory or voluntary).

  • Developing a performance culture across the Tribe, ensuring regular performance reviews are in place and effective, developing a suite of performance monitoring.

  • Ensuring all change undertaken by Customer Safety Tribe has appropriate performance tracking in place.

  • Develop an understanding of the overall commercial impacts of Customer Safety, including key trends and changes, and providing insight on what these means to drive our strategy.

  • Work with Finance teams to develop medium- and long-term planning for Customer Safety impacts and regulatory changes.

  • Developing the right measurements to ensure we are improving Customer Safety across our products, including the setting of OKRs for the tribe that ensure we achieve both Safety and Commercial objectives at the same time.

  • Ensuring we embed a performance measurement culture in the tribe with robust analysis in place around all of our safety products and every change we make, understanding the impacts of each change on our Safety OKRs and any customer trends and commercial changes.

  • Communication – collaborate & communicate with all areas of the business and the senior management team to obtain buy-in for our CST strategy, providing clear direction, expert advice, updates on progress and developing clear measurement of SG performance across our brands.

How you’ll do it

We need someone who is:

  • A leader with strong influencing skills.

  • Strong analytical and / or financial or commercial background.

  • Experienced in delivering against targets.

  • Have demonstrable experience of analysing customer data and insight to inform and influence strategy.

  • Able to work collaboratively, bringing together multiple areas of the business.

  • A problem solver who makes things happen.

  • Possess strong written and verbal communication skills, including the confidence to communicate internally and externally.

What’s on offer

  • £/€1,000 learning fund
  • Twice-yearly bonus (with part of it guaranteed!)
  • Unlimited Holiday
  • Pension contribution scheme
  • Private healthcare
  • Hybrid Working -
  • Access to thousands of Udemy courses
  • Invest via the Company Sharesave Scheme

About Flutter UK & Ireland

Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power.

Together the Flutter UK&I brands offer market leading entertainment to millions of customers every single week! Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free to play games like Soccer Saturday Super 6.

Working here

Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same.

With a philosophy of ‘Together We Are More’ our 7,000+ colleagues come together to form an expert community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.

We listen without judgement, encourage & support, and help build others up. Working at Flutter UK&I means you can be yourself, work how and where suits you best -and let your personality shine!

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.