Retention Analyst - Mat Cover
We are looking for a Retention Analyst to join our UK Brands commercial team. This role is focused on understanding player behaviour, driving customer retention and engagement, and ensuring accurate reporting of bonus spend. Reporting into the Retention Analytics Manager, you will work closely with CRM and Commercial teams to generate actionable insights that improve targeting and lifecycle strategies, while also owning the reporting and governance of bonus investment. This is a key role in ensuring that both customer strategy and financial tracking are underpinned by accurate, high-quality data.
- Collaborate with Marketing and Commercial teams to design and implement data-driven solutions that track and improve customer retention and engagement across UK brands
- Lead the delivery of customer insights, conducting in-depth analysis to support data-driven decision-making across retention and lifecycle activities
- Develop and automate advanced reports and dashboards using data visualisation tools to provide clear, actionable insights to stakeholders
- Lead the identification and implementation of efficiency improvements and data quality enhancements, particularly across retention processes and bonus reporting
- Own and deliver accurate bonus spend reporting, ensuring clear visibility of investment across campaigns, segments, and brands
- Ensure data accuracy, consistency, and integrity across all retention and bonus reporting, proactively identifying and resolving discrepancies
- Conduct deep-dive analysis into player behaviour, segmentation, and engagement patterns to improve targeting and lifecycle strategies
- Partner with stakeholders to develop data-driven solutions that optimise customer retention, loyalty, and lifetime value
- Educate business users and senior stakeholders on performance measurement and interpretation, providing clear, insight-led recommendations
- Collaborate with the wider analytics and data functions to develop scalable and automated solutions for recurring analysis and reporting
- Support forecasting and planning processes through reliable data and reporting on retention and bonus spend
- Stay up to date with industry trends and advancements in CRM, retention analytics, and data tooling
- Bachelor’s degree or equivalent in any quantitative or analytical discipline (e.g. Mathematics, Statistics, Economics, Computer Science, Data Engineering, Data Science, or Finance) (required)
- Strong analytical mindset with the ability to interpret data and generate clear, actionable insights (required)
- Excellent communication skills, with the ability to present analytical findings to both technical and non-technical audiences (required)
- Ability to work collaboratively with CRM and Commercial teams and manage stakeholder requests (required)
- 2–4 years of experience in data analytics, ideally with exposure to CRM or marketing (required)
- Proficiency in SQL and experience working with large or complex datasets (required)
- Expertise using data visualisation tools (e.g. Tableau, Power BI) to communicate insights effectively to stakeholders (required)
- Experience analysing customer behaviour, retention, engagement, and segmentation (required)
- Experience with reporting and tracking marketing or bonus spend (required)
- Experience delivering actionable insights and supporting data-driven decision-making within commercial or marketing teams (required)
- Strong attention to detail, with experience maintaining data quality, validation processes, and reporting accuracy (required)
- Ability to identify and contribute to opportunities for automation and efficiency improvements in reporting and analysis (required)
- Curiosity and a proactive approach to understanding customer behaviour and engagement drivers (required)
- Experience or knowledge in online gaming (nice-to-have)
- Knowledge of CRM platforms and marketing automation tools (e.g., Salesforce, Optimove) is an advantage (preferred)
- Generous group bonus scheme
- Hybrid working - 2 days in the office
- Private medical insurance
- Pension scheme – matched to 6%
- Ability to buy and sell holiday
- Free subscription to wellbeing app Unmind
- Additional “It’s Your Game” day off to use at either Christmas or New Year
- Entain & Enhance days – 2 paid days off to focus on your professional or personal development
- Share save scheme
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.
