Managing performance: Ladbrokes Betting and Gaming Limited

Ladbrokes operates in a market characterised by increasingly tough trading conditions. To maintain its number one position, the company has focused closely on how to deliver a high performance culture to its shop teams. A review revealed good progress in all regions and some notable successes, but it was felt that a more rigorous, strategic approach was necessary.

As a result, Ladbrokes resolved to redesign of its performance management and appraisal scheme so that it now has standard performance criteria and objectives for all grades. Furthermore, employees have been provided with the opportunity to increase their earning potential by demonstrating success against their personal effectiveness targets and KPIs, while investment in industry-leading technology continues.

Company profile

Employee nos. (UK): 14,500 retail staff with 400 employed in central support positions based in its Harrow headquarters.

Business activities: Sports betting and gaming company.

Location: Leading bookmaker in the UK, Ireland and Belgium with over 2,600 owned and operated betting shops. Also operates betting facilities at some of the leading FA Premiership grounds and a number of major racecourses.


  • Introduction

  • Implementing change

  • Coverage

  • Communication, training and involvement are key

  • Employee portal

  • Training

  • Annual cycle

  • One-to-one review meetings

  • Setting objectives

  • Performance criteria

  • Progress meetings

  • Rating

  • Disagreements

  • Personal development plans

  • The capability policy

  • Coaching

  • Link to pay and bonuses

  • Succession planning

  • Lessons learnt

  • A final word


  • Box 1: Staff coverage, measures and support provided at Ladbrokes

  • Box 2: The role of central support staff