Customer Experience Retail 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 Retail Associate Manager, you will lead the end-to-end retail experience, ensuring all in-store touchpoints deliver a seamless, high-quality journey. You will drive the optimization and consistency of Shops content, tailor experiences for different customer segments, and continuously enhance usability and engagement through data-driven insights, competitor analysis, and controlled in-store experiments. You will collaborate with the Product Team to align physical experiences, ensuring a cohesive and engaging player journey across all retail channels.

What you’ll do

• Lead the end-to-end management of the retail experience, ensuring every customer touchpoint—from sportsbook counters to casino lobbies—delivers a seamless, high-quality experience.

• Oversee and optimize Shops content, including digital screens, terminals, signage, and promotional materials, guaranteeing accuracy, consistency, and alignment with the Retail Content Playbook.

• Implement tailored in-store experiences for different customer segments and personas to enhance engagement and loyalty.

• Optimize and monitor the customer journey by tracking in-store interactions, identifying friction points, and implementing improvements to enhance both usability and customer satisfaction.

• Ensure the functionality and clarity of in-store content, displays, and interactive elements, including during testing or rollout of new initiatives.

• Work closely with the Product Team to align in-store experiences with broader user experience strategies, ensuring consistency across physical touchpoints.

• Monitor and analyse competitor retail experiences to inform best practices and improve the player journey.

• Plan and run controlled in-store experiments (e.g., display layouts, interactive promotions, proof of concept) to refine experiences and explore new formats.

What you’ll bring

• 5+ years of experience in retail, customer experience, or in-store 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 in-store content, digital signage, terminals, 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 organizational 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 in-store 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 FlexiLearning program (4 hours per month dedicated to learning).

• Parental Leave Packages offering additional financial and practical support.

• Volunteering during working hours.

Much more about us

• Have a look at our amazing blog Inside: hear directly from our employees at the following link: Inside.

• Reviews and comments from our Glassdoor and Indeed pages. Put yours!

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.