Job Description
About FairPlay Sports Media
We’re a sports media network, focused on building and nurturing a portfolio of highly engaged and connected communities of sports fans and bettors to create value for our partners.
By empowering our customer communities to compete in the sports betting game, the performance and results our betting, advertiser and media partners need will follow.
iGaming is one of the fastest growing and technologically innovative sectors and we're on top of our game, powered by market-leading tech and driven by brilliant people.
FairPlay Sports Media currently comprises of three brands (Oddschecker, WhoScored, SuperScommesse) and a digital media agency (VIME), with Oddschecker being the leading name in sports betting and odds comparison globally. Our global media partners include Forbes, The Daily Mirror and more.
We champion diversity and operate an open and inclusive culture as well as being focused, fast-paced and always making sure to have fun along the way. So why not join us at FPSM and be part of something bigger...
What you’ll do as Head of Customer Communications
We are currently looking for a Head of Customer Communications to join us to manage the global strategy for engaging and retaining our customer base, alongside further monetisation of the base. This incorporates the ownership of both the CRM and Social Media channels globally. The role involves managing a team of 9, with 2 direct reports. This full-time role will report into the Director of Brand and Loyalty and is a crucial role for the business’ future effectiveness.
With the thriving affiliate business of oddschecker as the flagship brand, alongside WhoScored with a social following of 1.1mil+, FairPlay Sports Media have a bank of very loyal customers. We are looking to add more B2C revenue streams which renders the communications with our crucial to our growth ambitions.
Managing a team of 5 in Social Media and 4 in CRM (both UK and US based) this role is a senior position within the company and will be pivotal in the switch being made to diversify revenue streams
The Head of Customer Communications will be responsible for the strategy and delivery of FairPlay Sports Media (predominantly oddschecker’s) CRM programme, and devising and executing the promotional strategy across multiple to channels that deliver against key performance metrics.
The Head of Customer Communications will also be responsible for the strategy and delivery of FairPlay Sports Media (predominantly oddschecker’s) Social Media programme, and devising and executing oddschecker’s Promotional strategy across multiple to channels that deliver against key performance metrics.
Key responsibilities
- Manage the CRM and Social Media functions across all Owned and Operated brands (namely oddschecker and WhoScored?)
- Manage a team of 9 passionate CRM and Social experts
- With your passion for sport and betting (ideally with key focus on football, horse racing and golf) you’ll contribute creative ideas for our CRM and social channels
- Be the owner of end-to-end customer communications
- Achieve ambitious acquisition growth and retention targets
- Own and drive the loyalty strategy
- Transform oddschecker’s existing Email marketing programme to a fully segmented, data led, personalised, CRM programme. Channels include; Email, Push Messaging, SMS Messaging, Onsite Notifications
- Assess the existing processes/systems and make changes to ensure FairPlay Sports Media can deliver the best possible CRM programme
- Strategise, adapt and manage the segmentation of our base
- Devise campaigns focusing on churn prevention, upsell, and reactivation
- Be a custodian of the oddschecker brand – championing our brand message, tone of voice and visual appearance to our audience
- Bring fresh ideas to the table which will help us appeal to a new audience and grow our channels
- Strive to analyse and optimise, using data to learn and improve our output as well as supporting with weekly reporting to the rest of the team
- Work closely with our content, PR and digital marketing teams on everything from the day-to-day to big campaign planning
- Manage 3rd party agencies if/when applicable
Requirements:
- 5+ years experience in a management position, spanning a range of digital marketing channels including CRM and Social Media
- Experience of working in/managing in more than one territory (ideally the UK and US)
- Knowledge of a range of CRM platforms and technologies
- In-depth understanding of social media culture and platforms, including video-first platforms
- A commercial mindset, with knowledge of growing acquisition and retention and reducing churn
- Enthusiastic about multiple sports, with comprehensive knowledge across various leagues
- Ability to build and manage social communities for diverse sports audiences
- Adept within analytics software, namely GA4 and Data Studio
Nice-to-haves:
- Paid media experience
- PR experience
What you’ll get back from us
Alongside being challenged daily and a real interest in your development, you will also receive:
- Subsidized Sky HD package, broadband and discounted sky talk
- Free Puregym membership
- Free healthcare with Bupa, life assurance and income protection
- Pension scheme with up to 9% contribution from the company
- £1,000 training fund each financial year, to spend on your professional development
- Unlimited holiday plan