• Act as the primary owner and internal representative for the assigned territory/territories • Develop and execute market entry or expansion, as well as growth strategies aligned with company objectives • Identify and prioritize opportunities for revenue growth, product expansion, and operational efficiency • Maintain strong working relationships with local Gambling Boards, regulators, and testing laboratories • Ensure full compliance with local laws, licence conditions, and regulatory requirements • Support certification, audits, and regulatory reporting requirements • Identify, negotiate, and manage relationships with local, regional or international providers, including payments, communications, content, data, risk and fraud and infrastructure partners • Lead commercial negotiations and contract management, ensuring favourable and compliant terms • Drive product and content localization to ensure relevance, regulatory suitability, and customer appeal • Provide market input on pricing logic, sports and casino coverage, betting rules, terms & conditions and local betting behaviours • Oversee sports and product performance at a strategic level, escalating risks or opportunities to Trading, Product and Marketing teams • Work with growth/promotions teams to drive acquisition and retention • Align internal stakeholders around local priorities and timelines • Support the setup of efficient local workflows across customer support, risk, and operations as well as manage/supervise CS or admin overheads in collaboration with Operations leadership. • Ensure a consistent, high-quality customer experience in the market

• Act as the primary owner and internal representative for the assigned territory/territories • Develop and execute market entry or expansion, as well as growth strategies aligned with company objectives • Identify and prioritize opportunities for revenue growth, product expansion, and operational efficiency • Maintain strong working relationships with local Gambling Boards, regulators, and testing laboratories • Ensure full compliance with local laws, licence conditions, and regulatory requirements • Support certification, audits, and regulatory reporting requirements • Identify, negotiate, and manage relationships with local, regional or international providers, including payments, communications, content, data, risk and fraud and infrastructure partners • Lead commercial negotiations and contract management, ensuring favourable and compliant terms • Drive product and content localization to ensure relevance, regulatory suitability, and customer appeal • Provide market input on pricing logic, sports and casino coverage, betting rules, terms & conditions and local betting behaviours • Oversee sports and product performance at a strategic level, escalating risks or opportunities to Trading, Product and Marketing teams • Act as the bridge between the market and internal teams including Payments, Compliance, Product, Marketing, Trading, Customer Support, Finance and Operations • Align internal stakeholders around local priorities and timelines • Support the setup of efficient local workflows across customer support, risk, and operations as well as manage/supervise CS or admin overheads in collaboration with Operations leadership. • Ensure a consistent, high-quality customer experience in the market

• Own the full digital client success strategy and roadmap, aligning with company goals for adoption, retention, and growth. • Partner with the Client Experience leadership team to define success metrics, client segmentation, and growth objectives. • Design and optimize scalable success frameworks for onboarding, adoption, and ongoing value delivery across all customers. • Develop digital first client experiences that connect ROI to segmented stakeholders. • Create outreach campaigns which drive clients to educational resources and deeper engagement with their Client Success Managers. • Implement repeatable playbooks to improve product adoption, usage, and measurable ROI for clients. • Champion the voice of the customer — translating insights into strategic actions across cross-functional teams. • Establish success KPIs (e.g., activation rates, retention, expansion, NPS) and implement dashboards/reports to monitor performance trends. • Build automated triggers for CSMs based on the client journey leveraging our client success platform. • Drive predictive health scoring and early-warning systems to proactively mitigate churn. • Create measurable outcomes from digital strategies to reduce labor costs associated with account management and drive revenue growth. • Lead continuous process improvement initiatives to enhance efficiency and customer outcomes. • Collaborate closely with the CX Operations team to properly scope and deploy tooling that overlaps with human led activities. • Influence product development with qualitative and quantitative customer insights. • Work closely with Product, Marketing and Sales teams to ensure consistency with message and intended client outcomes.

• Serve as the delivery lead over our Healthcare portfolio, in partnership with a Client Partner, Technology Director, and Strategist. • Serve as Program Manager for one large program or multiple small programs that require multiple contributing project managers. • Consult on delivery strategies to ensure success, including frameworks, tools, processes, etc. • Oversee and/or create and manage detailed project plans based on the delivery methodology/framework chosen, project scope, constraints, risks, and dependencies. • Proactively manage your program/project budgets to ensure the work we’re planning to deliver can be accomplished within the approved budget. • Proactively identify and mitigate project risks before they become issues. • Be the primary point of contact for clients in delivery to deliver consistent status, communicate risks, and manage deliverables. • Fully understand the scope of work being delivered and consult with the team and client to manage to it consistently. • Support Client Partner and Business Development teams to estimate, pitch, and scope work to new clients. • Hold expert-level knowledge of standard PM tools, including Smartsheet and Atlassian suite (Jira; Confluence). • Lead a team of globally distributed cross-functional Horizontal designers, strategists, technologists, etc. • Actively participate in initiatives that uplevel and mature the Horizontal Delivery team. • Mentor junior program managers and team members, fostering a culture of continuous learning and development.