Who We Are:

BoyleSports is the largest and most successful independently owned bookmaker on the island of Ireland. Founded in 1982 by John Boyle, the business has grown to over 370 shops in Ireland and the UK, coupled now with a comprehensive online portfolio for betting and gaming.

BoyleSports HQ in the Republic of Ireland is located on the outskirts of Dundalk, and we currently employ over 2,750 staff throughout Ireland and the rest of the world. With offices in Ireland, Gibraltar and the Philippines, BoyleSports truly is a Global player within the Betting and Gaming industry.

Job Title: Operations Manager UK (Retail Betting & Gaming)

Reports to: Head of Retail Operations UK

Location: UK (Nationwide)

Role Purpose:

We are now entering our next phase of growth in UK and are truly on a mission to challenge the status quo in the retail betting market. As an experienced and strategic-thinking Operations Manager you will oversee the day-to-day operations of our retail betting and gaming business across the UK. You will be responsible for driving performance, ensuring compliance, and delivering exceptional customer experience in a fast-paced, highly regulated environment. A key focus will be managing and optimizing the performance of Fixed-Odds Betting Terminals (FOBTs) and Self-Service Betting Terminals (SSBTs) to maximize profitability and customer engagement.

Key Responsibilities:

Operational Management

• Oversee the day-to-day operations of retail betting shops, ensuring all sites meet company standards for customer service, product availability, and cleanliness.
• Implement and monitor operational policies and procedures to drive efficiency and compliance.
• Ensure smooth functioning of all retail operations, including staff performance, stock control, and cash handling.
• Identify and resolve operational issues quickly and effectively to minimize downtime and customer disruption.

FOBT and SSBT Performance

• Manage the deployment and maintenance of FOBTs and SSBTs across the retail network, through commercially driving performance through the operations team.
• Analyse performance data and customer usage patterns to optimize terminal profitability and engagement.
• Develop and implement strategies to increase machine utilization and customer spending while ensuring responsible gambling practices.
• Work closely with suppliers and technical teams to address hardware and software issues and ensure timely updates and improvements.
• Develop training programs to support team engagement supporting machine functionality and customer support.

Sales and Revenue Growth

• Develop and execute strategies to drive customer acquisition, retention, and increased spending.
• Monitor key performance indicators (KPIs) and implement action plans to meet sales and profit targets.
• Collaborate with the marketing team to roll out promotions and campaigns that drive foot traffic and customer engagement.

Compliance and Risk Management

• Ensure full compliance with Gambling Commission regulations and company policies, particularly around age verification, anti-money laundering (AML), and responsible gambling.
• Manage audit processes and ensure all shops meet internal and external compliance requirements.
• Conduct regular risk assessments and implement measures to safeguard staff, customers, and company assets.

Leadership and Development

• Lead, mentor, and motivate a team of regional managers and machine managers.
• Provide regular performance reviews, training, and development opportunities to build a high-performing and engaged team.
• Foster a culture of accountability, customer focus, and operational excellence.

Customer Experience

• Ensure a consistent, high-quality customer experience across all retail locations.
• Actively engage with customers and gather feedback to improve product offerings and service standards.
• Handle escalated customer issues professionally and efficiently. Collaborate as a member of the People department to enhance the overall effectiveness of business teams, maintaining a flexible approach.

Essential Skills & Experience

• Previous extensive experience in an Operations Manager role or similar, preferably within the betting and gaming industry or retail environment.
• Strong understanding of FOBT and SSBT management, including performance analysis and customer engagement strategies.
• Excellent knowledge of UK gambling regulations and compliance requirements.
• Strong leadership skills with the ability to motivate and develop teams.
• Data-driven mindset with the ability to analyse complex information and make strategic decisions.
• Creative thinking with the ability to translate into practical application and new ways of working.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and adapt to a fast-paced environment.

Desirable Skills:

• Understanding of customer behaviours and market trends within the betting industry.
• Experience in managing large, multi-site retail operations.
• Operational delivery and execution of large-scale sponsorships