Customer Research Manager

Company Description

We’re one of the world’s leading online gambling companies, revolutionizing the industry since 2000. Founded by Denise Coates CBE, we now employ over 10,000 people and serve over 120 million customers in 26 languages. 

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of growth opportunities, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our global worldwide.

Our focus on In-Play betting has solidified our market-leading position, featuring more than 1.38 million In-Play sporting events a year. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe (750,000), we handle over 6 million HTTP requests daily and process more than 1.5 million bets per hour at peak.

Job Description

In this role you will support and help shape our North American customer research agenda. You will champion the voice of the customer, lead complex research programs, and translate customer behavior, market trends, and business questions into clear, actionable insight.

Reporting to the Associate Vice President, you will be responsible for managing key tracking studies, leading ad-hoc research projects and partnering with stakeholders across the business to ensure customer insight informs commercial, product, marketing and customer experience decisions.

Your strong technical research expertise, excellent communication skills and the ability to turn data into compelling narratives that influence decision-making will also an important part in developing research best practices and the continued growth of the North American research function.

The salary range for this position is $110,000 - $140,000 annually.

Qualifications

• Proven experience in a market research, customer insight or consumer research role, ideally at manager level or equivalent.
• Proven experience managing and developing direct reports.
• Experience within the online betting, gaming or gambling industry is strongly preferred.
• Strong knowledge of quantitative and qualitative research methods, including surveys, focus groups, interviews, concept testing, customer segmentation and tracking studies.
• Experience managing brand tracking, customer lifecycle programmes, NPS, CSAT or similar initiatives.
• Ability to manage research projects end-to-end, from brief development to final recommendations.
• Excellent data storytelling skills, with the ability to turn findings into clear, compelling and commercially relevant insight.
• Strong stakeholder management and presentation skills, with the ability to clarify objectives and influence decision-making through evidence-based recommendations.
• A commercially minded approach, linking customer insight to business performance, strategic priorities and customer experience outcomes.
• Proficiency in Microsoft Excel is essential; experience with Q, R, Python, SPSS, Tableau, Power BI or similar tools would be advantageous.

Additional Information

• Leading research projects end-to-end, from scoping and methodology design through to analysis, reporting and presentation with a high degree of accuracy and commercial relevance.
• Providing direct leadership and coaching to your direct report, ensuring high quality research output and professional growth.
• Owning key tracking programs, including brand tracking, CSAT, NPS, customer lifecycle and other customer experience studies while balancing multiple research priorities with urgent requests.
• Translating business questions into clear research objectives, selecting the most appropriate quantitative or qualitative methods.
• Analyzing customer behavior, market trends and performance data to identify opportunities, risks and actionable recommendations.
• Building strong relationships with stakeholders across marketing, product, commercial, customer experience, UX and wider business teams.
• Acting as a trusted insight partner, proactively identifying where research can support decision-making and influence strategy.
• Presenting findings clearly and confidently to varied audiences, using strong data storytelling to make complex insight simple and actionable.
• Championing the voice of the customer, helping teams understand customer needs, motivations, pain points and behaviors.
• Identifying opportunities to improve research processes, tools and methodologies.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.