Job Description

Who We Are

Entain Australia & New Zealand is fearlessly transforming the racing, sports, and entertainment landscape - reimagining how customers experience their favourite brands.

As part of a global powerhouse operating in over 40 countries with nearly 30,000 people, we’re home to leading ANZ names like Ladbrokes, Neds, TAB, and Betcha.

Across Entain ANZ, we’re shaping the future of sport and gaming entertainment through creative innovation, storytelling, and technology - creating experiences that connect with millions of fans.

Your Impact

As a CX Platform Manager, you’ll play a critical role in owning and evolving Entain’s Customer Experience platform, with a primary focus on Salesforce and associated technologies.

You will drive measurable improvements across customer outcomes, agent experience, operational efficiency, and commercial performance. Sitting at the intersection of product, customer experience, and commercial strategy, you’ll ensure the platform delivers maximum value across multiple brands and high-volume service environments.

You’ll lead platform optimisation, shape the adoption of automation and AI-driven capabilities, and ensure the CX ecosystem scales in line with business needs. Your impact will be seen through clear platform strategy, strong stakeholder alignment, and continuous improvement in cost-to-serve and service quality.

A Day in the Life

• Define and evolve the CX platform strategy, aligning with customer, operational, and commercial priorities
• Facilitate product lifecycle, including roadmap planning, backlog management, and sprint prioritisation
• Create and refine epics, user stories, and tickets within JIRA to support efficient delivery
• Partner closely with engineering and technology teams to deliver scalable platform enhancements
• Lead AI and automation initiatives, including proof-of-concepts and pilots to improve service delivery
• Act as the primary interface with Salesforce and third-party vendors, including supporting RFPs and solution evaluations
• Analyse platform performance, customer insights, and operational data to identify optimisation opportunities

Your Strengths

• Strong experience in CX platform management or product ownership (Salesforce or similar CRM platforms)
• Proven ability to define platform strategy, manage roadmaps, and drive prioritisation in complex environments
• Experience managing vendor relationships, platform selection, or RFP processes
• Strong commercial acumen, including SaaS licensing models, cost management, and ROI optimisation
• Experience driving automation, AI initiatives, or continuous improvement programs
• Ability to assess platform capabilities and make informed build vs buy decisions
• Excellent stakeholder management and influencing skills across technical, operational, and commercial teams

Life at Entain

At Entain, it’s more than a job - it’s a place to grow, connect, and make an impact. We value individuality, celebrate collaboration, and create space for bold ideas that move people. Here, you’ll help shape the voice of some of Australia and New Zealand’s most recognised brands - while developing your own craft in a supportive, ambitious team.

Perks You’ll Love

• Hybrid & Flexible: Balance your life and work.
• Recognition & Rewards: Celebrate wins and enjoy retailer discounts.
• Wellbeing Perks: Support for your health and happiness.
• Workday Extras: Free breakfast, snacks, and onsite barista.
• Office Vibes: Pool table, live sports, and fun social activities.

Entain, there’s nothing like it.

For more information, please reach out to us at careers@entaingroup.com.au or hit apply now.

Due to the wagering aspect of our industry, applicants must be a minimum of 18 years to apply.