Head of Customer Engagement Transformation - 18 months FTC
Join to apply for the Head of Customer Engagement Transformation - 18 months FTC role at Flutter UK & Ireland
Head of Customer Engagement Transformation - 18 months FTC
Join to apply for the Head of Customer Engagement Transformation - 18 months FTC role at Flutter UK & Ireland
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We are the Change & Effectiveness team within a central marketing services function, whose role it is to drive cohesion and effectiveness of our marketing across UKI. This role will report into the Director of Marketing Change & Effectiveness and will be employed on a FTC of 18 months.
We are seeking a dynamic and strategic Head of Customer Engagement Transformation to support and enable our Heads of CRM and CVM across the UKI brands in delivering a bold shift toward customer-led engagement. Rather than owning engagement directly, this role acts as a strategic enabler and connector — helping brand teams unlock value through shared frameworks, technology, insights, and cross-functional alignment.
You’ll partner closely with senior stakeholders across Marketing, Brand, Digital, Tech, and Data to evolve our contact strategies, embed personalization at scale, and ensure every customer interaction delivers meaningful value. Your work will shape how our brands move from planning-led activity to insight-driven engagement, with customer needs at the centre.
What You’ll Do
* Champion Customer-Led Transformation (in partnership with brand leads): Support Heads of CRM and CVM in shifting from campaign-driven activity to a customer-first approach that is insight-led, agile, and data-driven. Act as a coach and advocate, helping teams embed new ways of working, build capability, and unlock organisational enablers that make customer-centric planning the norm.
* Cross-Functional Alignment: Facilitate alignment between complex stakeholders across Brands, Digital, Technology, Data, and Operations — ensuring CRM and CVM teams are set up to deliver seamless customer experiences backed by shared platforms and consistent strategy.
* Omni-Channel Contact Strategy Enablement: Co-develop omni-channel contact strategy frameworks that support brand-specific needs while maintaining a shared vision for personalization, relevance, and respectful contact practices across touchpoints.
* Collaboration Across Brands: Work alongside brand CRM/CVM teams to embed customer-led thinking into each brand’s strategy, offering guidance, shared tools, and scalable use cases that enhance the customer experience without compromising brand identity.
* Governance & Continuous Improvement: Support the establishment of engagement governance frameworks, shared KPIs, and rhythm-of-business rituals that help monitor, measure, and continuously evolve customer engagement performance across brands.
How You’ll Do It
* Experience leading or enabling large-scale customer transformation programs in matrixed organizations.
* Strong understanding of CRM tech, marketing automation, and data activation tools.
* Skilled in multi-channel engagement strategy and customer lifecycle design.
* Effective stakeholder manager and cross-functional collaborator.
* Commercial thinker with deep empathy for customers.
* Clear communicator and change enabler.
* Background in customer-obsessed industries.
Why This Role Matters
As customer expectations evolve, this role is a key enabler of our ambition to become truly customer-first. By supporting brand teams and helping connect strategy, tech, and execution, you'll help shape a more personalized and consistent experience for millions of customers. This role bridges across brands and disciplines, helping CRM/CVM leaders turn vision into action through aligned use cases, scalable solutions, and unified transformation delivery.
About Flutter UK & Ireland
Extraordinary starts here.
Flutter UK & Ireland unites a dozen brands, hundreds of teams and thousands of colleagues who create trusted entertainment for millions of customers every week.
With the likes of Paddy Power, Betfair and Sky Betting & Gaming in the fold, we’re the largest division of global entertainment giant Flutter and boast some of the most popular apps and games in UK and Ireland markets.
At Flutter UK&I, we can guarantee you that no two days will ever be the same — and you’ll have the chance to make a difference to your career, the industry, and your amazing colleagues.
What We’ll Offer You
* £1,000 annual learning fund
* Unlimited holiday
* Twice-yearly bonus (with part of it guaranteed!)
* Pension contribution scheme
* Private healthcare
* Flexible ways of working – home or office, it’s your choice!
* Access to thousands of Udemy courses
* Invest via the Company Sharesave Scheme
* 16 hours paid volunteering time per year
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.
Seniority level
* Seniority level
Executive
Employment type
* Employment type
Full-time
Job function
* Job function
Business Development and Sales
* Industries
Entertainment Providers
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