Service Email Manager

At evoke, we're looking for a Service Email Manager to lead the delivery and continuous improvement of customer service communications across our brands.

In this role, you will be responsible for ensuring customers receive the right communication, through the right channel, at the right time throughout their journey. You'll oversee operational communications across email, SMS, in-product messaging and pop-ups, driving a seamless and consistent customer experience from onboarding through to ongoing account management.

You'll own the service communications roadmap, ensuring comprehensive customer journey coverage and effective governance of all customer-facing operational messaging. Working closely with teams across the business, you'll identify opportunities to enhance automated and event-triggered communications, improving customer engagement, clarity and operational efficiency.

As the subject matter expert for service communications, you will partner with Customer Operations, Product, Marketing and Technology teams to translate business and customer needs into clear, timely and coordinated communications. While Marketing retains ownership of promotional campaigns and commercial messaging, you will be responsible for the strategy, delivery and optimisation of all operational and service-related communications.

This is a highly collaborative role, requiring close engagement with business stakeholders, as well as Compliance, Legal and Brand teams, to ensure all communications are accurate, customer-focused and aligned with regulatory and brand requirements.

What you will be doing:

• Owning the service communications strategy and roadmap across onboarding, accounts, payments, verification, support and disruption journeys
• Mapping customer touchpoints to identify gaps, duplication and inconsistencies, while defining communication timing, purpose and channels
• Delivering multichannel communications through email, SMS, pop-ups, in-product messaging and other agreed channels, ensuring a seamless customer experience
• Maintaining content governance by managing communication inventories, templates, approvals, accessibility standards, personalisation and regulatory compliance
• Coordinating stakeholder reviews and approvals with Compliance, Legal, Brand and operational teams, ensuring robust version control and audit evidence
• Driving automation and system enhancements by managing templates, triggers, workflows and data requirements to improve accuracy and efficiency
• Measuring communication performance through delivery, engagement, completion and feedback metrics, using insights to optimise journeys and reduce customer friction
• Partnering with key stakeholders and suppliers to manage budgets, improve commercial performance, optimise channels and lead colleagues supporting content, systems and delivery.

Who we are looking for:

We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply to this post, you will have:

• Experience managing customer service, transactional and lifecycle communications within a digital customer environment
• Proven track record delivering communications across email, SMS and in-product channels, with strong knowledge of customer journeys, segmentation, triggers and workflow automation
• Experience using CRM, customer engagement and communication orchestration platforms, with a solid understanding of communication governance, data protection, accessibility and regulated communications
• Skills in analysing communication performance data and customer feedback to continuously optimise customer journeys and improve engagement outcomes.

What we offer:

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Family Support Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Perks and discounts-  Discounts at a range of high-street retailers
• Financial compensation, pension, and bonus schemes.
• Health & wellbeing Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
• Hybrid working- Our employees can work from home up 4 days a week with 1 day office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!

More about evoke:

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

Apply:

At evoke, we prioritise diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview.