Sportsbook Operations Manager - Gibraltar

Gibraltar
Competitive
22 Mar 2018
28 Mar 2018
1377
Full Time
Sportsbook Operations Manager - Gibraltar

About The Role

Role Purpose     

Grandstand is designed to set up and mobilise teams to enable the delivery of real time relevant sports communications and stimuli to involved customer groups as the action happens, to drive activity, customer excitement and continued engagement with the sporting day at Ladbrokes and Coral.

As a Sportsbook Operations Manager, you will be responsible for the scheduling and execution of the daily sports betting experience across both the Ladbrokes and Coral digital platforms.

From banners and betting display orders to PUSH messages and tweets – you will  be supported by a team of content editors, CRM and Social Media execs in managing the ebb and flow of our customer’s betting experience through the daily sports betting schedule.

Your challenge will be to take our trading product - markets and odds - and directly sell them to our active audience by directing a team of channel specialists and using a variety of content tools and messaging mechanisms.  You’ll be driving customer engagement through the display and delivery of our betting opportunities to the audience at the times they are most likely to want to take advantage of them– as the action unfolds, in real-time!

With a passion for sports betting, your role will be to ensure that our headline proposition and customer experience is relevant, accessible, engaging and industry leading at all times. Having the ability to respond to changes in real time and adapt your plans as appropriate will be a key part of the role.

 

Key Responsibilities

As a Sub Editor, your shift pattern will ensure that you retain responsibility for the planning of the betting narrative that will support tomorrow’s busiest betting windows, identifying key ‘trigger points’ that are likely to drive grandstand action. On the day itself, you’ll be responsible for managing the team set to deliver that customer experience in real time, pre, during and between the key events of the day.

Planning and Scheduling:

Creation and ownership of the ‘playbook’ - the schedule for tomorrow’s customer experience across both digital platforms:

  • Detailed listing of all sports fixtures including identification of those high profile events for which the ‘grandstand’ service will take over the site experience
  • Overlay all know ATL and BTL free bet campaigns and trading price offers to create the bonus fulfilment schedule for the day
  • Detailed planning of all site content areas dedicated to Grandstand:
  • Homepage banner carousel
  • Individual Sport Homepage banner carousels
  • Default homepage display selection (featured/in-play etc.
  • ‘Featured’ content choice
  • In-play default display orders
  • Preparation of all the expected onsite creative banner inventory to support Grandstand events
  • Pre-planning of likely messaging opportunities during the sports schedule.  Including, the identification of those markets and selections likely to draw high volumes of pre match betting volumes within Grandstand events
  • Manage the supply from Trading of all pre-match trading price ‘boost’ opportunities for all Grandstand selected events
  • Schedule content for log-in messages ahead of Grandstand events – e.g. Trading price boosts, bonus offers

Real Time Management of the Customer Experience:

Your job will be to oversee the execution of the playbook AND the evolution of real time content and customer messages as the sequence of events unfolds in-play through the Grandstand schedule.

  • Orchestrate the control of all the site content dedicated to Grandstand as per the schedule and in consideration of the events and scenarios unfolding within those events
  • During in-play Grandstand events, identify the ‘popular’ betting opportunities (both those already available and those requested in addition from trading) and ensure they are positioned prominently within the customer journey
  • Homepage/Sport Homepage banner carousel
  • Twitter
  • Identify opportunities to message winning customers with opportunities to place additional related bets.  E.g. Harry Kane scores first, message those customers with price for him to score a hattric
  • Oversee the Performance Social media team in their engagement of the audience with timely and relevant prompts of our betting opportunities
  • Bonus fulfilment.  You will drive the process of identifying and uploading all customer free bets and bonuses in real time using Openbet and other internal system tools
  • All awarded free bets will also be supported with customer messages (PUSH, Inbox, login prompt) to improve conversion and fulfilment
  • Identify and communicate to those customer groups who benefit from trading offers including extra places, enhanced place terms, price boosts, enhanced multiples, cash out, BOG/BOG+
  • Supplement and support known TV advertising schedule with coordinated onsite messaging and BTL messaging content – PUSH, Text, Social -  to drive conversion and call to action
  • Within the Grandstand environment we will also be immersed in the activity of our competitors.  Your role will be to track their customer facing activity, speculate as to the objectives and potential business benefits
  • You will be responsible for tracking real time business volumes (actives, turnover, spend per head) vs Plan and driving additional Grandstand activity to meet those targets
  • Business owner of all customer communication mechanisms including PUSH, Site Banners, Inbox messaging, MSG, login.  Drive the development of tools to achieve the functionality required to best meet the Grandstand brief.

Evaluation and optimisation

The Grandstand concept is a new one for our business and the ongoing evaluation of the way it works , and optimising the outputs from week to week will be a key ingredient of its success.

You will participate in/lead weekly reviews of the impact of the initiative and will  be expected to have a view on the results, the mechanics and the ways in which we can improve the offering to our customers.

This will include the ongoing definition of Grandstand assessment metrics - both in real time and retrospectively:

  • Monitoring and outperformance of actives and active spend per head vs key competitors, also measured by reduction in alternative wallet usage in last 7 days index
  • High level pricing and market availability benchmarking of Coral and Ladbrokes competitiveness in primary and promotional markets during main live events, providing feedback to trading product owners where opportunities.
  • You will also provide frequent input into product development requirements and improvements for Grandstand based on daily ops insight, CS and social contacts. You will provide clear requirements and business case doc summaries for new product development items.
Specialist Skills and Experience Required
  • Extensive subject matter expertise in sports betting is essential
  • Previous experience of having worked within a trading environment would be beneficial
  • Previous experience of having worked within Sportsbook content, CRM and Social Media would be beneficial
  • Strong analytical skills and problem solving capability
  • You will be comfortable working  in a fast paced environment, making decisions quickly and according to agreed guidelines
  • The ability to work under pressure is key – both individually and as a leader of a team
  • Ability to learn quickly, take on new instructions and guidelines and apply those to your daily work will be essential
  • A high attention to detail is essential
  • Your role will demand flexibility in your approach to working hours with extensive evening and weekend work required