Product Trainer

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 30+ well-known brands and over 29,000 people, but we all play for the same team. When we win, we win together. 

 

Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment. 

Primary Responsibility

• To deliver the CRM training strategy for CRM tools to ensure that new and existing users of the CRM tools have access to training sessions (F2F & remote/online) and up to date learning material in SharePoint
• Ensure a high quality of standard of the CRM training strategy using data-driven methods by collecting user feedback and implementing improvements as/when necessary, as per the broader strategy
• To create, organise and deliver learning material (user guides, release notes, demos) working closely with the Product Teams and other teams if/when applicable to ensure that:
• • New product releases are documented & communicated to the relevant teams (CRM, Operations, Marketing, etc.) via the PST channels (SharePoint, videos, newsletters, release emails, etc.) and are incorporated into the CRM training agenda
• Existing features are documented and available to the relevant teams (CRM, Operations, Marketing, etc) via the PST channels (SharePoint, videos, newsletters, etc)

• To create raw video footage, video voiceover/narration & self-recorded training videos wherever applicable and supply it to the PST Content Team
• To maintain a high level of Product & Technical Knowledge covering all topics in scope for the CRM Stream, ensuring that regular testing & knowledge refreshers are completed as/when needed
• Gather feedback and requirements during training & consultancy sessions from new and existing users regarding the CRM tools and share them with the relevant PST team members to ensure that there is a continuous feedback loop between Operations, Marketing and Product teams
• Be a point of contact for users of the CRM tools and assist them with various queries through all channels (Teams Channel, Email)
• Work towards the PST Projects & Goals with minimum supervision, ensuring regular updates are provided to other team members, the Team Lead, Project Manager and/or Head of Department as/when necessary
• Ensure that time spent on tasks is accurately tracked and tasks are kept updated in the Project Management System

Occasional Responsibility

• Support the onboarding of any new team members to PST
• Assist the other tools’ streams if they request help (e.g. configure content for CMS campaigns, testing, etc.)
• Assist with investigations for CRM related technical issues/tickets to ensure they are resolved as soon as possible
• Travel to various Entain office locations globally (US, Canada, Hyd, Manila, etc.) and in Europe (e.g., London, Vienna, Lisbon, Gibraltar, etc.) as/when needed to perform face-to-face training/consultancy sessions as per business requirements

Expected & preferred qualifications

Expected

• Min 2+ years of experience in the e-gaming/gambling industry in Customer Service, Marketing, Operations

Preferred

• Training experience is an advantage

Softs skills required:

• Clear Communication• Explaining complex concepts in simple, understandable terms
• Tailoring communication to different audiences (technical, non-technical, executive)

• Active Listening• Understanding client needs, concerns, and feedback
• Picking up on both spoken and unspoken cues

• Empathy• Putting yourself in the user’s shoes to anticipate pain points
• Showing patience and understanding during training sessions

• Adaptability• Adjusting training methods or consulting approaches based on audience, context, or unexpected challenges

• Problem Solving• Helping clients navigate tool limitations or use cases
• Offering practical solutions and workarounds

• Collaboration & Teamwork• Working cross-functionally with product and support
• Facilitating knowledge sharing across departments

• Confidence & Presentation Skills• Leading training sessions, workshops, and demos with clarity and engagement
• Maintaining poise under pressure

• Emotional Intelligence• Managing difficult conversations with tact
• Reading the room and adjusting tone or delivery accordingly

• Time Management• Balancing multiple trainings, client needs, and internal projects efficiently

• Coaching & Mentoring

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.