Customer Sustainability Partner - UK
The Customer Sustainability Partner is responsible for driving sustainable revenue through compliance and regulatory requirements, ensuring a safe, fun, and seamless customer experience. The Sustainability team continuously works on upgrading and introducing structured processes and a proactive service that will enhance or prolong the customer journey.
The Sustainability Partner plays an important role within the global company strategy and is the face of the company regarding any outbound communication that supports important stakeholders such as player sustainability, legal, and compliance. The Sustainability Partner makes sure that every customer that joins FDJ UNITED is playing sustainably long term with the trust that has been built and the transparency that has been provided.
- Take ownership and maintain all sustainability related queues and back offices.
- Manage outbound responsible gaming related contacts through various communication channels.
- Follow up on legal cases, GDPR requests from customers through various communication channels.
- Resolve or escalate queries from stakeholders such as Customer Support (CS), Legal, Player Sustainability and Compliance.
- Working with stakeholders to adhere to our strict SLA requirements.
- Improve the customer journey by analysing processes and communications relevant to sustainability.
- Collaborate and assist with various stakeholders in order to maintain a long-term relationship with our customers.
- Undertake personal and team projects to improve the quality of existing and new procedures.
- Work with talent development to provide training for CS agents for a better understanding of our processes and how to promote the available tools.
- Onboard our new customers with the aim of creating a sustainable gaming environment, built on trust and loyalty.
- Play an integral part within the CS operations team and report to our Customer Sustainability Manager.
- Prioritise and de-risk High Net Worth (HNW) customers by ensuring they have knowledge of our Safer Gambling tools.
- Proactively contact HNW customers to ensure their activity remains sustainable.
- Educate customers from early life on our document requirements based on the different markets regulations.
- Liaise with our legal and compliance department to efficiently handle complaints from customers and escalate them to the relevant departments.
- Maintain reporting for use of external audits and regulator requests.
- Ensure that you, and your team, adhere to the Governance, Risk & Compliance (GRC) obligations within your direct responsibility and control.
- Raise any non-compliance incidents within your team through the appropriate channels (Compliance Incidents Process) and ensure that your team are informed of any reporting processes relevant to them.
- Challenge processes, policies and projects that will negatively impact compliance within the Group.
- Ensure your team's completion of all mandatory compliance trainings within the set deadline.
- Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.
- Ability to have a well balanced view on the business as well customers needs (required)
- High level understanding and experience with Safer Gambling and GDPR (required)
- Highly confident and outbound extraordinaire (required)
- Excellent communication skills including empathic understanding (required)
- Fluent in English (both written and verbally) (required)
- Proactive and solution-orientated (required)
- Detailed reporting with internal communication via all channels and back offices (required)
- Strong stakeholder management (required)
- Analytical mindset and able to put things in context in order to support long term business strategy (required)
- Eager to learn and share your knowledge with others (required)
- Motivated and identifying with FDJ UNITED values (required)
- Self-driven (required)
- Structured and organized (required)
- Strong product and CS process knowledge (required)
- Confident in using Microsoft Office Packages (required)
- Learning and development opportunities
- Social events and activities
- Inclusion networks
- Employee Assistance Programme
- Private medical insurance
- Long service awards
- Pension
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.