Engagement & Knowledge Manager

About the role

Rank Interactive, the digital arm of The Rank Group, is a global digital gaming company offering online entertainment, bingo and slot gaming and a social gaming mobile experience. The Engagement & Knowledge Manager works within the Change & Automation function, combining change communications, knowledge governance, customer communication quality, AI content enablement and engagement insights to improve operational readiness, change adoption, customer outcomes and self-service experiences. The role uses storytelling, visual communication and multimedia content to turn complex information into engaging experiences for colleagues, customers and AI-enabled support journeys.

Key responsibilities

• Review, create and optimise customer-facing communications, service updates and knowledge content, ensuring alignment with Rank's tone of voice, communication standards and regulatory requirements
• Support AI-enabled customer journeys by keeping chatbot and AI knowledge sources accurate, relevant and on-brand, and review AI-generated responses
• Own the governance framework for operational knowledge: standards, ownership, review cycles, approvals and quality controls, and partner with SMEs and operational teams to close knowledge gaps
• Support knowledge migration and governance linked to business transformation and technology initiatives
• Develop communication and engagement plans and deliver content such as presentations, infographics, videos, FAQs and leadership updates
• Coordinate stakeholder engagement, feedback mechanisms and communication campaigns
• Manage feedback channels, analyse engagement and content data, and produce insights and recommendations for continuous improvement

Required profile

• Proven experience in knowledge management, change communications, internal communications, customer communications, content management or a related discipline
• Experience creating multimedia content (presentations, infographics, videos, campaign materials)
• Experience managing content governance, review processes and quality standards
• Experience reviewing customer-facing communications and content
• Strong analytical skills and attention to detail
• Desirable: experience in customer operations, contact centres or customer experience; knowledge management platforms such as Salesforce Knowledge, Amazon Connect, SharePoint or Confluence; chatbot or AI support; change management methods such as Prosci or ADKAR; regulated environments

What we offer

• A competitive salary and benefits that vary by brand and location
• Wellbeing support, including hybrid and flexible working, support networks, menopause support and weekly PepTalks
• Development opportunities, leadership training and industry certifications
• Pensions, bonus schemes, private and life medical insurance