Player Engagement & Loyalty Manager
Entain is looking for a highly organised and commercially minded Player Engagement & Loyalty Manager to join its growing Customer Engagement team. This is a unique opportunity to take ownership of an expanding global loyalty programme at a pivotal stage of its journey.
Reporting to the Head of Loyalty & VIP, the successful candidate will play a key role in shaping the future of player engagement across multiple international markets while partnering closely with the Brazil business, including the Sportingbet and Betboo brands. The role involves working across CRM, VIP, Product, Marketing, BI, Operations, and Compliance to drive engagement, improve customer experiences, and support the rollout of loyalty initiatives.
- Support the ongoing development and expansion of the global loyalty programme across multiple markets.
- Coordinate programme enhancements, launches, and operational improvements from concept through to delivery.
- Help shape the future direction of loyalty within the organisation as the function continues to grow.
- Act as a key partner to market teams, ensuring alignment between global strategy and local execution.
- Lead and coordinate loyalty initiatives across multiple stakeholders and business functions.
- Own project plans, timelines, dependencies, risks, and status reporting.
- Establish and maintain governance routines, decision logs, action trackers, and stakeholder communications.
- Drive accountability across teams to ensure successful delivery of key initiatives.
- Monitor and report on loyalty programme performance, customer engagement, retention, and promotional effectiveness.
- Analyse customer behaviour, campaign performance, and programme trends to identify opportunities for improvement.
- Translate data and insights into actionable recommendations for business stakeholders.
- Support leadership with clear reporting, presentations, and strategic recommendations.
- Partner closely with CRM, VIP, Product, Marketing, BI, Operations, Finance, and Compliance teams.
- Facilitate meetings, workshops, and steering groups while ensuring agreed actions are delivered.
- Build strong stakeholder relationships and maintain alignment across multiple business areas.
- Monitor the Brazilian iGaming market and emerging CRM trends.
- Identify competitive opportunities and share market insights with internal stakeholders.
- Support the development of innovative player engagement and CRM initiatives designed to enhance customer experience and drive commercial performance.
- 3-5 years' experience within consulting, strategy, project management, PMO, customer engagement, loyalty, operations, analytics, or a similar commercial role (required).
- Strong stakeholder management skills with the ability to influence and collaborate across multiple teams (required).
- Experience managing projects, workstreams, or strategic initiatives from planning through to execution (required).
- Excellent organisational skills with strong attention to detail and follow-through (required).
- Strong analytical capability and experience working with performance data and reporting (required).
- Comfortable using Excel, BI tools, SQL, or similar analytical platforms (required).
- Strong communication skills with the ability to produce clear presentations, reporting packs, and decision-making materials for senior stakeholders (required).
- Ability to work autonomously and thrive in a fast-paced, evolving environment (required).
- Experience within loyalty, CRM, rewards, player engagement, or customer retention programmes (nice-to-have).
- Experience within the online gaming, sports betting, or broader digital entertainment industry (nice-to-have).
- Knowledge of the Brazilian market and customer engagement landscape (nice-to-have).
- Fluent written and spoken English and Portuguese (required).
- Must be based in Brazil (Rio de Janeiro or Sao Paulo) and willing to work in office 2 days a week (required).
- Hybrid working - 2 days in the office
- Healthcare support
- A stake in the company's success through the ShareSave scheme
- Great development opportunities
- Wellbeing support
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.