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Customer Lifecycle Manager

Paddy Power

The Role...

Do you want to disrupt the betting industry? Are you eager for a chance to lead on key business initiatives spanning Paddy Power Sports & Gaming verticals? If so, this role could be for you…..

The Customer Value Management team is responsible for understanding and improving the value each customer brings by putting them at the centre of our strategy; driving growth, championing brand dedication and ultimately growing NGR.

The Lifecycle Manager is a key role in the Paddy Power CVM team and will be responsible for developing and delivering the efficient Customer Lifecycle Management strategy for Paddy Power. The role will have remit over the Lifecycle Management of Paddy Power Sports & Gaming customers and will be required to think about Paddy Power customers holistically.

The successful candidate will be a critical individual contributor, will lead one direct report and will have significant exposure to senior management across Flutter.

The role reports to the Head of Personalised Value.

What You'll Be Doing...

  • Re-define and evolve our view of the customer:  Take a holistic approach to the customer across the entire suite of Paddy Power products to better serve them personalised Lifecycle propositions that drive ROI for the business. Accept attitudinal and behavioural facets to evolve the way the needs of the customer base are met through Lifecycle journeys.

  • Development of the Paddy Power Lifecycle strategy:  Identifying opportunities to optimise and evolve our current Lifecycle strategies across Early Life, Churn & Reactivation. Assess where individual Gaming & Sports journeys should be combined into a comprehensive journey.

  • Design & execution of outstanding Lifecycle campaigns: Lead the end to end delivery of our Lifecycle campaigns from proposition ideation, development & design  through to execution with the support of our Customer Marketing, Promo Ops and Data teams. Leverage insights from our analysts to constantly evolve and optimise campaigns to improve ROI.

  • Commercial Management of Lifecycle Budget & Performance:  Handle the distribution of the budgeted Lifecycle spend across Sports & Gaming products. Work closely with measurement team to understand performance of each lifecycle segment & campaign and where to make optimisations.

  • Cross Functional Working: Build and establish strong working relationships across multiple business areas including Customer Value Management, Sports & Gaming Commercial teams, Customer Marketing, Customer Journeys, Promo Ops amongst others. This role will lead others to deliver on strategic outcomes, requiring strong cross functional leadership skills alongside planning and collaboration.

Behavioural Competencies

  • Customer Focus – Never forgets to put the customer first and at the heart of all that we do

  • Drive and hunger - Proactively seek out opportunities working with others to address and consequently deliver on them

  • Leadership Aspirations – Encourage and support colleagues across teams to agreement to new initiatives

  • Strategic Approach - takes a long-term view and anticipates future trends and implications

  • Challenges existing thinking – finding new and better ways to do things is vital to achieving our core outcomes

  • Data Driven – comfortable handling data to support decision making

  • Adaptability - able to switch seamlessly between a variety of key tasks and to execute upon those tasks

  • Strong interpersonal skills – Knowing the right balance between maintaining a good relationship and pushing for results

What We're Looking For...

  • Experience in a B2C environment within a functional area

  • Hunger and desire to reinvent and change the Betting industry

  • Experience in working with a very wide variety of stakeholders across a sophisticated / matrix organisation

  • Ability to clearly communicate relevant updates to senior management

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.

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