Customer Optimization Manager

I’m interested


London, UK

Contract type




Job description

About us

We make a huge investment in everyone, offering great career development opportunities. Our people are at the heart of everything we do, and we thrive in a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after - we’ve got a responsibility to our customers too and we work hard on our ambition to promote safer gambling. 

The Team

The customer reward team has the customer at the heart of our thinking. We are the team that looks at the best way to reward our customers with offers, via free bets and pricing offers, and how we can drive value perception. The team line into the director of strategy and planning, so play a key part in long term strategy planning, driving a data led approach into strategic decision making. Apart from that you will be dealing with the Sport Leadership, Finance & BI teams as your main stakeholders. 

What you will be doing:

  • Reporting into the Head of Customer Reward and Retention – Sportsbook
  • Part of the Customer Reward Leadership team, you will contribute to customer focused initiatives; ROI on FVA budget, segmentation of customer spend and analysis of customer propositions
  • Development of new segmentation models that deliver an optimized Return on Investment for our FVA budget
  • Be proactive in driving analytical output from BI/Finance to find risks and opportunities for customer led propositions 
  • Support on long term planning, building data led strategic plans for our customers
  • Support the team on creating the Monthly Business Reviews and Monthly Commercial Reviews to the executive teams
  • Responsible for the tracking of metrics to demonstrate the successful delivery of Sportsbook strategy
  • Line management responsibility of Customer Optimization Executive 

What will you need to succeed in this position?

  • Ability to drive an analytical agenda 
  • Ability to design and lead on executive presentations
  • Ability to lead projects and deliver against tight timelines
  • Competitive, wants to beat the competition
  • Data-driven and highly numerate 
  • Strategic mind, ability to see the bigger picture and predict likely scenario
  • Experience of working across multiple teams with multiple stakeholders 
  • Excellent stakeholder management skills
  • Ideally 3+ years within a Commercial or Strategic role
  • Managerial experience or worked as part of senior leadership teams

William Hill in London and Leeds

We couldn’t be closer to the action in our London office. A 2-minute walk from Tottenham Court Road station, round the corner from Soho and Oxford Street means you’ll never be short of anywhere to go for a lunchtime stroll or a post-work drink. There’s plenty of green space too with Regent’s Park and Hyde Park not far away at all.

Our central Leeds office is also easy to reach, and surrounded by great places to shop, eat and socialise. Leeds itself is a buzzy, busy place to work and live. A hub for tech, digital and gaming companies - there are also five universities right on our doorstep. And away from work, we’re close to the Yorkshire Dales and of course have got a competitive sports scene with Leeds United and Yorkshire Cricket and Rugby just up the road in Headingley.

Join us #behindthebet