Key Moments:
- The Pools has named Joseph Carter-Bell as Director of Customer Success and Operations.
- Carter-Bell joins after prior roles at MrQ and LeoVegas Group, contributing 15 years of industry expertise.
- This hire follows a series of leadership appointments and a major rebranding campaign in the past 12 months.
Leadership Transition at The Pools
The Pools has strengthened its executive team by bringing on Joseph Carter-Bell as Director of Customer Success and Operations. In this new role, Carter-Bell is set to oversee a suite of responsibilities, including customer service, customer success, and operational compliance, with an emphasis on optimizing the player experience for customers of the historic British betting brand.
Extensive Experience in Customer-Centric Roles
Carter-Bell brings a total of 15 years working across customer service and safer gambling positions. He most recently served as Head of Customer Experience at MrQ for three years, where he was responsible for aspects of player experience and player success. His earlier experience includes roles at LeoVegas Group, beginning as Customer Service Manager before advancing to Head of Safer Gambling and Anti-Money Laundering.
Strategic Appointments and Organizational Restructuring
This move is part of a broader effort to revitalize The Pools. Over the past year, the company has implemented a series of high-profile appointments, including Gemma Strath-Billington from Betfred as Head of Group Marketing. The Pools has also undergone a major brand overhaul earlier in the year. Other notable leadership additions include Phillip Donegan as Chief Technology Officer, Chris Williams as Head of Product, and Matt Knowles as Head of CRM, all contributing to an ongoing restructuring initiative during the last 12 months.
Perspectives from Leadership
Joseph Carter-Bell shared:
“I’m hugely excited to be joining this prestigious brand, with The Pools being such a strong part of the fabric of British betting.
Having worked across the sector for 15 years, I’m looking forward to bringing my experience to the role and contributing to enhancing the overall player journey, both for The Pools’ loyal customer base as well as the next generation of players.”
James Arnold, CEO of The Pools, also stated:
“It’s been a big 12 months for The Pools following our major rebrand earlier this year, and we welcome Joseph to the team as we look to build upon that success and write the next chapter in our 102-year history.
Joseph’s wealth of experience means he knows the industry well and made him the perfect candidate for the position, as we look to upgrade our customer service, customer success and operational compliance offerings for our players, both new and old.”
Recent Executive Hires at The Pools
| Name | Position | Background / Previous Company |
|---|---|---|
| Joseph Carter-Bell | Director of Customer Success and Operations | MrQ, LeoVegas Group |
| Gemma Strath-Billington | Head of Group Marketing | Betfred |
| Phillip Donegan | Chief Technology Officer | — |
| Chris Williams | Head of Product | — |
| Matt Knowles | Head of CRM | — |
- Author
Daniel Williams
