Customer Safety Strategy Manager, Prevention & Sustainability
Customer Safety Strategy Manager, Prevention & Sustainability (Flutter UKI)
Your team
Customer safety is a key part of the Flutter strategy. We have decided to turn a complex challenge into an opportunity: we want Flutter UKI to provide the safest gambling experience for all our customers, and to be known as leading the industry in customer safety and trust. We believe this will attract customers to us and reduce our regulatory risk. Moreover, we believe it to be the right thing to do for our customers.
The Customer Safety Prevention & Sustainability Strategy Manager will work closely with the UKI Customer Safety strategy teams to deliver the strategy and vision to make every moment safe for customers of our Flutter UKI brands. The role is incredibly varied and is designed to support in defining, delivering, reviewing, and evolving the vision and strategy for Customer Safety in Flutter UKI.
Engaging with a cross functional team of people, the Customer Safety Prevention & Sustainability Strategy Manager will need to be able to effectively communicate and collaborate with a varied group of colleagues, from marketers to data scientists, technologists, and researchers, to compliance and operational teams. The role will involve collaborating with the multi skilled Customer Safety Tribe on the planning and executing of a schedule of work to meet our strategic goals, and actively drive customer safety initiatives across all of our Flutter UKI brands
They will also lead engagement with senior management both in the Customer Safety Tribe and the wider business.
What you’ll do
Working as part of a wider strategic function, you will be responsible for the defining and development of our approach to prevention and sustainability in Customer Safety.
You will work with multiple stakeholders to ensure:
1. Understanding – strive to understand the indicators of harm and most effective interaction techniques, working with global experts to improve the collective subject matter expertise within the business.
2. Prevention & Sustainability – define a Prevention strategy for Customer Safety, focusing on how we engage and support our wider customer base, earlier and throughout their time with us.
3. Collaboration – work with a wide range of stakeholders to ensure that we design and deliver the optimum safety experience for customers.
4. Communication – collaborate & communicate with all areas of the business and the senior leadership team to obtain buy-in for our Customer Safety strategy and to influence the prioritisation of safety initiatives, providing clear direction, expert advice, and updates on progress.
5. Culture – build and drive the business wide culture around Customer Safety, ensuring all colleagues are bought in to and supportive of how we build a more sustainable business.
How you’ll do it
6. You will act as a Customer Safety subject matter expert, making use of research, user studies and internal/external data to inform our strategy and identify key initiatives.
7. You will be able to take a strategic approach to achieving our objectives and challenge the status-quo in search for meaningful progress and improvement.
8. You will have a proven track record of stakeholder management and ability to work with people across all departments and teams.
9. You will possess strong written and verbal communication skills, including the confidence to communicate and influence internally within our Flutter UKI brands, and in key external forums.
10. You will be a structured thinker with a proven ability to plan and deliver outcomes that contribute to achieving the overarching strategy.
11. You will be customer obsessed and have a strong and principled sense of right and wrong, combined with a realism and pragmatism to move things in the right direction when a perfect solution is not available.
12. Knowledge of behavioural science and research in the areas of human behaviour would be an advantage.
13. Knowledge of the UKGCs regulatory requirements and other relevant regulation and legislation would be an advantage.
What’s on offer.
14. £/€1,000 learning fund
15. Twice-yearly bonus (with part of it guaranteed!)
16. Unlimited Holiday
17. Pension contribution scheme
18. Private healthcare
19. Hybrid Working – Leeds, Dublin or Malta based (Dublin 2 days in office)
20. Access to thousands of Udemy courses
21. Invest via the Company Sharesave Scheme
22. 16 Hours paid volunteering each year.
About Flutter UK & Ireland
We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. 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 UKI 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.
Our 7,000+ colleagues come together to form an expert, supportive community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.
And the Values that guide us? Here they are:
Customer First, Always | Change The Game | Win Together | Free To Be Me
We’re proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.
Find out more about how we co-created our Values with over 10,000+ insights from our people!
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.