Job Description

We are seeking a commercially astute, analytically driven Head of Customer Value Management, to lead the strategic development and continuous optimisation of our customer value proposition across all segments. This role is pivotal in challenging the commercial status quo, identifying what’s working (and what’s not), and ensuring our offers, promotions, and experiences are aligned with customer needs and business goals.

You will work cross-functionally with Commercial, Product, CRM, and Data teams to drive customer-centric thinking, leveraging deep segmentation insights and performance analytics to shape compelling, differentiated propositions that deliver sustainable value.

• Challenge and Influence Commercial Strategy:
  • Act as a critical voice in commercial planning, continuously questioning and validating the effectiveness of current offers, campaigns, and pricing strategies.
  • Identify underperforming areas and propose data-backed alternatives to improve ROI and customer engagement.
• Customer Segmentation & Insight:
  • Own and evolve the customer segmentation framework, ensuring it is actionable, dynamic, and embedded across the business.
  • Partner with analytics teams to uncover behavioural, attitudinal, and value-based insights that inform proposition design.
• Proposition Development:
  • Design and iterate compelling customer value propositions tailored to key segments (e.g., VIPs, casual players, churn-risk customers).
  • Ensure propositions are differentiated, measurable, and aligned with brand positioning and regulatory requirements.
• Performance Analysis & Optimisation:
  • Define and track KPIs to measure proposition effectiveness across acquisition, retention, and reactivation.
  • Lead test-and-learn initiatives to optimise offers, messaging, and customer journeys.
• Cross-Functional Leadership:
  • Collaborate with CRM, Product, UX, and Brand teams to ensure seamless execution of propositions across all touchpoints.
  • Influence senior stakeholders with clear, data-led storytelling and strategic recommendations.

Key KPI’s required to deliver:

• Customer - Active / ARPU / Player days / Conversion / Retention rates
• Financials – Revenue, cost of sale margin (%) and gross profit
• CRM - onboarding, retention and reactivation rates

Qualifications

• Proven experience in a similar role within online gambling, gaming, or a fast-paced digital consumer business.
• Strong commercial acumen with a track record of challenging and improving business performance.
• Deep understanding of customer segmentation, lifecycle marketing, and behavioural analytics.
• Advanced analytical skills – comfortable working with data teams and interpreting complex datasets.
• Experience with A/B testing, customer research, and proposition development.
• Excellent stakeholder management and communication skills – able to influence at all levels.
• Familiarity with UKGC regulations and responsible gambling principles is a plus.

Additional Information

#LI-MS1 #LI-Hybrid

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.