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Betfair Colombia – Head of Customer Experience - 1427


Betfair Colombia – Head of Customer Experience

  • Primary Location:
  • Contract Type:
  • Employment Basis:

Flexible Working

(when applicable)

Shares Plan

Careers Progression

Global Mobility

Ongoing Learning

Pension Scheme

Health Insurance

Pizza and Drinks Fridays

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The Role....

Flutter is the world's largest sports betting, gaming and entertainment provider. We serve over thirteen million customers worldwide. Betfair is one of the key brands within the group. Betfair operates globally and gives online sports betting customers an unparalleled offer with its market-leading Exchange and Sportsbook providing consistent value, choice and innovation. We are well known for our insight-led approach to marketing and communicating with our customers around the world. Betfair is looking to grow its presence in Latin America and is planning to enter Colombia in the coming months.

As Head of Customer Experience, you'll be joining a small upstart local team based in Bogota and responsible for launching and growing Betfair in Colombia. This role will report into the Betfair Colombia General Manager.


What You'll Be Doing...

The successful candidate will own the local customer experience from day one of launch. This is a very hands-on role with responsibility for:

  • Planning and managing the content available on the Betfair website (for sports & gaming)
  • Ensuring the website is easy to navigate
  • Optimising the customer journeys as required
  • Setting up and managing onsite promotions (for sports & gaming)
  • Defining and sending customer communications
  • Developing automated CRM campaigns (incl. early-life-journey)
  • Monitoring and reporting on customer and product performance metrics
  • Define and build the support team for the area

The ideal candidate will be a doer. S/he is comfortable managing the backend tools to set up and publish new promotional campaigns and/or content. S/he should also have strong commercial acumen. The role will require weekly liaising with central group functions in Europe and occasional travel to the UK and Ireland.


What We're Looking For....

  • Experience in a B2C digital business required (previous experience in the gambling sector is a plus but not essential)
  • Ideal experience would be in product, commercial or operations
  • Needs to be both a doer and a commercial thinker
  • Top class numeracy and analytical skills
  • Excellent interpersonal skills and stakeholder management
  • Must be fluent in both English and Spanish


This is who we are

Paddy Power Betfair is an international sports betting and gaming operator, with a market-leading presence in the UK and Ireland, as well as a range of operations across Europe including Romania, Portugal and Malta.

We are online-led, mobile-led and sports-led: and our proprietary technology, unique products and innovative marketing all combine to offer a superb experience to our five million customers worldwide.

Our spirit, talent and ambition has taken us into the FTSE 100 index of the London Stock Exchange and we now employ over 7,000 people in sixteen locations across the globe; from Dublin to Los Angeles, and London to Melbourne. Our culture rewards innovation, teamwork and we like to stay fast-moving in a dynamic industry.

On a larger scale

We are part of Flutter Entertainment, a global sports betting, gaming and entertainment provider for over thirteen million customers worldwide.

Established in 2019, Flutter merged with The Stars Group in 2020. As the parent company Flutter Entertainment now has a host of brands that sit under it including Paddy Power and Betfair (PPB), Sky Betting and Gaming, PokerStars, Full Tilt Timeform, oddchecker, Sporting Life, SportsBet, Bet Easy in Australia, FOX Bet, TVG and FanDuel in the US.

Across the globe, Flutter employs over 14,000 people across more than 40 offices and over 600 retail sites. We pride ourselves on being a responsible operator, committed to making a positive contribution to the communities we operate within.

This is your Challenge

  • Delivering product at scale for over 5 million customers, 99,9% of transactions in less than a second
  • Our systems process more than 7 million transactions every day (more than all the European stock exchanges combined)
  • Deliver high transitional products, serving more than 2.5Bn calls a day
  • Diverse and up to date technical landscape to explore, leverage and innovate
  • The products you’ll develop will comply with ambitious uptime targets: less than 50 minutes downtime expected per year
  • Continuous Integration, Deployment and Testing