Location:
London, St Pauls
Salary:
Competitive
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role
 

You could say diversity is key – we do! That’s why we ensure all our people are as diverse as our products. We have specialists from within industry to outside of industry, trainees to graduates, and juniors to seniors - we have it all. Come and offer your sharp and analytical mindset to this ever-changing business!

 

Everyone at every level has a unique responsibility to drive positive development and ultimately push the business to the next level. Our people are enthusiastic, driven and smart all with an entrepreneurial flair that we feel delivers excellent results to our customer the world over. Our finance teams keep the business running, from handling budgets for our current projects, to tracking spend to ensure we are investing in the best talent and projects out there.

 
Key Responsibilities 
 
  • As the Head of Customer Journeys, you will lead a team of 5 Customer Journey Managers, covering all aspects of GVC’s global business (digital and physical). This includes Sports, Retail, VIP, Onboarding, Casino, Poker + Bingo.
  • You will be accountable for the performance of all Sports customer journeys for all Brands and Markets (inc. USA). The performance includes the Customer Satisfaction, the Cost ($) of delivering the experience and the Value (NGR) delivered from the experience. It is expected that the Sports journeys will deliver 40% of the CX target of 150m$ additional NGR by end 2021.
  • You will build, maintain and improve the As-Is and To-Be journeys and prioritise and deliver any changes to the journey. This will require you to lead x-business teams from across GVC through sprints.
  • Build and deliver the roadmap and performance targets for the necessary changes identified through the Sports journeys across all GVC brands and markets
  • Deploy the GVC Customer Journey Mapping toolkit, through the GVC CX Playbook
  • Engage internal and external stakeholders to identify and prioritise improvements to the Sports journeys.
  • You will also lead your team to ensure they deliver their accountabilities across the other journeys of Retail, VIP, Onboarding, Casino, Poker + Bingo.
  • Build knowledge and skills in identified customer ambassadors, using Compass, such that they can use the GVC Customer Journey Mapping toolkit to drive local improvements
  • As a member of the GVC CX team, promote CX as a key differentiator for GVC: work within and continually enhance the GVC CX playbook 
 
Specialist skills and experience
 

As this is a new role you will need to shape the role and work extensively with key senior stakeholders to ensure an aligned priority agenda across all Sports journeys.


Essential:

  • 5 years+ experience of customer journey management
  • Delivering results - for the customer, employee and business
  • CX Disciplines - strong knowledge and skill across all disciplines, so can advise and coach others 
  • Stakeholder management - excellent collaboration and diplomatic skills, track record of building networks and creating/influencing relationships at all levels and across functional departments
  • Commercial - knowledge of building and securing support for change through benefit/impact case
  • Project management - track record of delivering change from initial idea to delivery to scale collectively and individually 
  • Communication - Excellent oral and written 
  • Strong analytical skills
  • Open to regular travel to our regional team hubs across Europe 
Desired:
 
  • Some knowledge of sports & gaming industry, ideally someone who enjoys a bet and attending sporting events
We think everyone should work for a business that acknowledges you have experience and value and works to ensure your skills are nurtured and developed. Looking for an organisation where the value of high-quality BI and data driven decisions is truly valued – come and join us. For the good of entertainment. Apply now 
 
 
 

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.