Hybrid – Sunderland

We're on the lookout for someone who’s passionate about building communities, brimming with creativity, and thrives in a collaborative environment. If you think you’ve got what it takes to bring something special to our team, keep reading—we’d love to hear from you!

Who We Are and Our Team Spirit 🔗.

Our Customer Experience (CX) teams are full of energy and ambition, with our player community at the heart of everything we do. As Britain’s biggest bingo site, tombola has something for everyone, including the largest online bingo community in the UK. We're all about creating long-term fun for our players, and that’s our number one goal. We pride ourselves on delivering safe, exciting experiences without ever losing sight of the fun!

Our CX teams are at the forefront of making our community feel welcome and supported 24/7. Whether it’s hosting lively chat room parties, offering safer gambling support through our Safeplay team, or helping via Customer Service, our CX department is always on the front line, building the incredible community that makes us stand out.

Why This Role Matters 🎯

At tombola, our player community is the key to our success, setting us apart from the competition. But more than that, it creates extra opportunities for fun, connection, and support for our players.

Our Community Engagement Lead will play a vital role in delivering our new Community Strategy. You’ll manage all aspects of player engagement in our chat rooms and create exciting initiatives to strengthen and grow the community we’re so proud of.

Your Game Plan 🏆

• Deliver our Community Engagement Strategy, making sure we’re connecting with players in fun, meaningful ways.

• Develop and launch opportunities that allow our community to grow, engage, and connect with each other.

• Manage the budget for all community activities and track return on investment (ROI).

• Provide regular updates on community experiences with reports that highlight key insights and impact.

• Act as a key stakeholder with our Game Studio and Platform teams to maximise community impact with new game launches, updates, special events, and promotions.

• Own and evolve our community rules to keep things safe, engaging, and entertaining.

• Manage the winners' strategy, working closely with our marketing team on the “Reasons to Believe” campaign.

• Keep an eye on competitor communities through market research and collaborate with Product teams to develop a roadmap that keeps us ahead.

• Use data, insights, and player feedback to continually measure community experience against business goals.

• Inspire our community CRM journey that introduces new players to the community and encourages early engagement.

• Be the community expert—leading onboarding, delivering training sessions, and offering updates across the business.

The Spark You’ll Bring 💥

• With a background in social media or managing / growing online communities, you’ll bring a thoughtful approach, helping shape and execute a vision for the community that keeps long-term growth and engagement in mind.

• You’ve got a real passion for player engagement and community building, understanding behaviours, and spotting opportunities for fun and connection.

• Your curiosity drives you to research and monitor competitors, ensuring our community offering is always ahead of the game.

• You’re a natural collaborator, working closely with teams like Insights, Product, and Marketing to help our community thrive.

• Either through experience or by learning on the job, you’ll develop an expert-level knowledge of tombola’s products and processes to ensure our community gets the best experience possible.

• You’re a great communicator who can prepare and deliver impactful reports, lead training workshops, and create materials that support the wider Community team.

At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.