The role: Department Head, New Customer Acquisition Performance
We are looking for a Department Head to join our Group Marketing Commercial team, based in our Leeds service office.
Are you our next super star?
We are building a new Marketing Centre of Excellence in Leeds and we’re looking for individuals with big ideas and the ability to think creatively and outside of the box. You will become part of a company that gives you everything you need to create winning moments to push your own boundaries and build the best experience for our millions of players around the world.
So, who are we? We’re home to some of the biggest, most exciting brands in the online gaming industry, with offices, events and players all over the world. We’re the ultimate owner of such brands as PokerStars, PokerStars Casino, BetStars, Full Tilt, Sky Bet, Sky Vegas, Sky Casino, Sky Bingo, Sky Poker and BetEasy, as well as live poker tour and event brands.
Why we need you:
You will be responsible for helping to drive improvements in new customer acquisition metrics for the Stars Group across all products and territories. NCAJ (New Customer Acquisition Journey) is an established Stars Group, Group Marketing project focussed on driving improvements in converting customers from first their touch point, through to them becoming repeat, real money customers. The NCAJ project is now at a stage where we need to implement the programme of work as ‘BAU’ and appoint a Senior Manager to oversee own NCAJ performance and metrics.
You will be pivotal in identifying improvements in the process to onboard new Stars Group customers. Working closely with key departments including Performance Marketing, Poker/Casino/Sports Product & Marketing teams, Customer Experience Design, Payments, FP&A and Business Intelligence you'll deliver optimal user experience and devise strategies to reach our full potential in converting prospective customers into engaged, active, repeat real money customers.
Using your proven experience and expertise, you'll lead, inspire, mentor and coach our cross functional NCAJ team to drive exceptional performance, industry leading marketing efficiency and best in class conversion optimisation. Scope exists to build up a dedicated NCAJ team – the higher the impact of the Senior Manager, the greater the scope.
You will oversee NCAJ metrics including New Customer Registrations, New Real Money Accounts, Day 7 Net Deposits, 1st & 2nd Real Money play. You will manage the strategic planning and execution of initiatives in order to deliver industry leading standards in the optimisation of new customer conversion.
You will oversee a high profile, all product, cross functional, multi-geographical programme of work to deliver markedly improved new customer acquisition performance. Through deeply honed analytical skills, clearly understand movements in new customer acquisition performance metrics by country, product, platform and license. You will be able to clearly articulate to all levels of the organisation areas of underperformance and quickly identify plans for improvement.
Your role is to ensure all customer journeys from first touch point through to repeat play are designed to welcome and engage customers in keeping with our brand promise. Ensure the journeys are simple, intuitive, working and optimised for success. You will work to become an evangelist for our customers, understanding the barriers they face in becoming a customer, breaking those barriers down and delivering an outstanding customer experience.
You will establish departmental governance procedures to ensure compliance with all local regulation and appropriate internal policies. Managing relationships with internal teams and suppliers as well as remaining at the forefront of industry best practices – gaming and non-gaming and build the NCAJ team based on clearly identifiable success factors.
Who are we looking for:
We are looking for a a creative and open-minded leader who is passionate about innovation, new ideas and adaptable to change. You should have a proven track record in managing, growing and coaching teams focussed on customer conversion metrics and deep knowledge and expertise in conversion methods and best practice, alongside highly advanced analytical and data interrogation skills.
You should be experienced leading and driving customer onboarding projects in a high-volume, user-centric digital environment. You will need excellent interpersonal skills coupled with the ability to gain trust and confidence from cross functional teams and a variety of internal stakeholders. You should be preferably educated to degree level or equivalent.
As the ideal candidate, you will have:
Knowledge of the e-gaming industry and Stars Group markets and future challenges.
What’s in it for you?
The salary for this job is based on experience, so whilst we are not able to go into detail at this stage, we can say that we offer great salary packages and a discretionary annual performance bonus. We can also provide advice and dedicated assistance to those moving to Leeds.
We offer health and dental insurance for you, your partner and your children (if you all live at the same address). You can make the most of our personal interest allowance in order to learn something new or pursue a hobby. If you have a baby whilst you work for us, we will give you 1000 GBP as congratulations.
In addition to that, we provide the opportunity for a discounted gym membership.
Our in-house training and development team deliver fantastic support in terms of developing your skills and helping you progress your career.
What happens next?
We will aim to get back to you as soon as possible. If you meet the criteria, then we’ll invite you to a phone interview and if that goes well we’ll meet you for a face-to-face interview.