Customer Experience Online Associate Manager

About Us

Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal, Snai and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.

Your team

The Customer Care & Transformation team’s mission is to improve the omnichannel customer experience through unparalleled customer service and a strong customer‑listening program. The team monitors quality, ensures process adherence, and leverages customer feedback. It also coordinates projects and initiatives to support the achievement of strategic business objectives.

Your role

As Customer Experience Online Associate Manager, you will support the optimization of the end‑to‑end digital experience across all online touchpoints for all products. You will contribute to delivering a seamless, high‑quality player journey by enhancing content, enabling personalization initiatives, and improving usability and engagement through data insights, experimentation, and competitive benchmarking. You will work closely with Product, Marketing, and CVM to ensure consistency and quality across web and app experiences.

What You’ll Do

• Support the management of the digital customer journey, contributing to a seamless and high‑quality experience across all online touchpoints (e.g. sportsbook, casino, and app environments).
• Maintain and optimize content across web and app, ensuring accuracy, consistency, and alignment with brand and commercial guidelines.
• Assist in the implementation of personalized experiences, tailoring content and journeys for different customer segments.
• Analyze user behaviour and identify friction points, contributing to initiatives aimed at improving usability, engagement, and conversion.
• Support quality assurance during releases, validating content and interactive elements during testing and rollout phases.
• Collaborate with Product, Marketing, and CVM teams, helping align online experiences with broader customer and commercial strategies.
• Monitor competitor digital experiences, gathering insights to inform improvements and best practices.
• Contribute to experimentation initiatives, supporting the design and execution of A/B tests, layout optimizations, and proof‑of‑concepts.

What You’ll Bring

• 5+ years of experience in digital, customer experience, or online operations, ideally within gaming, betting, or entertainment sectors.
• Strong understanding of customer journeys and the ability to identify pain points and opportunities to enhance engagement and satisfaction.
• Experience managing online content, product and promotional materials with a focus on accuracy, consistency, and brand alignment.
• Analytical mindset with the ability to leverage data, competitor insights, and customer feedback to drive continuous improvement.
• Excellent project management and organisational skills, able to coordinate multiple initiatives and experiments simultaneously.
• Collaborative approach with experience working across teams, including Product, Marketing, and Sales, to deliver a seamless omnichannel experience.
• Customer‑focused mindset, with creativity and problem‑solving skills to design engaging and personalized online experiences.
• Strong communication skills in English (fluency required) and additional languages as a plus, to convey ideas clearly and influence stakeholders.
• Master’s degree in Business, Marketing, or a related field.

Why choose us

• A dynamic environment within the world’s largest online gaming group.
• Opportunities for learning, growth and cross‑country collaboration.
• Meal allowance.
• Supplemental Health Insurance.

Choose Us Also For

• An inclusive work culture and access to our Diversity & Inclusion initiatives.
• Well‑Being Support: meditation courses, online medical services and counselling with certified coaches and psychologists.
• Learning & Development: training platforms, workshops, conferences, and our Flexi Learning programme (4 hours per month dedicated to learning).
• Parental Leave Packages offering additional financial and practical support.
• Volunteering during working hours.

Equal Opportunity

Flutter SEA is an Equal Opportunity Organization. Diversity and Inclusion are fundamental values for us. We welcome any candidate without distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.