An exciting opportunity has opened up for a Senior Manager - Customer Transformation to join the team, as part of a fixed-term contract, initially until the end of July 2026.
The Senior Manager - Customer Transformation will play a critical role leading delivery of the customer experience during the ACE transformation program. Effectively supporting all PokerStars customers through a period of transitional change.
Be the voice of the customer through the migration process aiming to ensure we’re able to support them pre, during, and post migration.
Understand what, how and who we communicate to as part of Ace – bringing together all areas of the business (and all brands) to define the plan for customer experience.
Collaborate closely with wide range of teams across the Business. Areas such as Tech, Product, Operations, CRM, and Brand Marketing Teams.
Own and drive the plans forward, working across the breadth of UKI to enable to delivery of a positive experience – This will be especially focused on ensuring we have the correct plans in place for key customer segments (VHV, KAM, High Value, Part Reg etc…)
Help get the business ready for the changes that will occur, ensuring everyone is aware of the impact of change and considers the customer experience.
A proven track record for achieving, delivering, and making things happen.
You will have strong influencing skills with the ability to build trusting business relationships with senior and mid-level leaders and can advise, support and challenge to achieve successful outcomes in a fast-moving, strongly results-driven environment.
Naturally collaborative, with a desire to be part of a highly successful team rather than just a highly successful individual.
Highly organised and self-motivated, with a desire to see a job through to conclusion.
Excellent communication skills, both verbal and written and comfortable operating at all levels of an organisation
Resilient under pressure, able to maintain clarity and focus amid uncertainty and complexity.
Outcome and Delivery Focused – Able to take a problem statement or deliverable and independently shape it into a clear, actionable outcome. Strong bias for execution with a focus on delivering results.
Confident & Proactive Networker – Operates effectively, not just directing work but actively driving it forward through relationships and influence
Strategic and Systems Thinker – Sees the bigger picture; understands how different workstreams, teams, and initiatives interconnect and impact one another.
Collaborative Facilitator – Brings together diverse stakeholder groups to align around a shared goal and deliver meaningful outputs.
Comfortable in Ambiguity – Proactively seeks information, asks the right questions, and pieces together insights to form a clear plan of action.
We are Flutter UK & Ireland. Leaders in betting, gaming, and entertainment. We are the home of big hitting brands including Sky Betting & Gaming, Paddy Power, Betfair and tombola.
We are thousands of colleagues. Across 6 locations. In 5 countries. We play as one trailblazing team. Creating trusted entertainment for millions every week. Sharing ideas, expertise, and technology. Innovating in one of the most Competitive and most regulated markets in the world. As a division of Flutter Entertainment, we all work together to win.
What we’ll offer you
Flexible ways of working – Hybrid work arrangement that supports your wellbeing & lifestyle.
£/€1,000 learning fund
Twice-yearly bonus (with part of it guaranteed!)
Pension contribution scheme
Private healthcare
Access to thousands of Udemy courses
Invest via the Company Sharesave Scheme
16 hours paid volunteering time per year.
Unlimited holiday Flutter UK & Ireland is working to be an inclusive employer.
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.