Website Betway Africa
This role is pivotal in delivering exceptional service, proactively engaging with customer, and driving customer retention. They will collaborate closely with the team to offer services, event management, and strategic initiatives. The ideal candidate will bring strong relationship management skills, a deep understanding of the sports betting industry, and a passion for delivering an extraordinary customer experience. They will thrive in a fast-paced, customer-centric environment, providing solutions and support the team.
What you’ll be doing
As our Senior Relationship Manager, you will be responsible for maintaining and enhancing long term relationships with our nominated high-end players with an objective of extracting maximum value and retention. The candidate will be responsible for maintaining, developing and increasing Betway Premium retention, activity rates, and revenue through exceptional service deliver with the aim of first contact resolution. This will be achieved through providing client support, proactive outbound calling, roadshows and eventing when required, collection and updating of player information and acquisition of new Betway Premium customers. The candidate may be required to travel locally from time to time. The candidate will need to possess strong client relationship skills. They will also be technically minded, and be familiar with CRM best practices. An inquiring mind is needed in order to be able to creatively solve challenges and propose new and fresh alternatives to existing processes.
As part of your role, your responsibilities will include partnering with the Betway Premium Customer team, but won’t be limited to, the following:
Dedicated and prioritised Contact Centre service to all Betway Premium Customers queries coming into any of the Contact Centre Channels
Support the Betway Premium Hosts with any help they may require, which will include but is not limited to bonus calculations, comping of accounts, expediting withdrawals, prioritising deposit timeouts etc
Manage all HVC CRM Work item queries as well as Work Items received from other departments where required and ensure feedback is provided to all involved parties
Assist HVC Hosts, Managers and Team Leaders with overflow CRM Work Item queries to ensure overall CRM Work Items are handled within SLA
Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required
Assist Team Leaders and Managers with any ad-hoc teams escalations and assistance they may require whilst on shift
Make contact with low HVC CSAT ratings and turn the customer service experienced into a positive experience
Make contact with Betway Premium customers who abandoned in queue and assist with their queries accordingly
Assist with any overflow service recovery tasks that the Customer Service Team Leaders may require help with
Partnering with the Betway Premium Customer Team:
Gifting: Partnering with the Betway Premium Customer country team whom will manage the planning and delivery of appropriate gifting as deemed necessary for birthdays, specials holidays, big wins and losses or other adhoc occasions.
Events and Roadshows: Understand effective cost or investment management regarding player selection for roadshows and events.
Customer Value Management: Understand all profitability numbers and ratios e.g. Margin, Net win ratios, etc. and how the segment affects the overall business.
Client Support and Out bounding: This can include relationship building e-mails; SMS, in app notifications and telephone calls and respective notes for the contacts need to be captured and reflect on internal systems is critical.
Information management: Ensure that all player information and soft facts are captured and are up to date ensuring that details are captured on the applicable tools.
Campaign execution: Understanding the tactics the Betway Premium Customer team use to identify, design and implement initiatives, interventions, promotions and out of the box ideas to retain lapsing or to reacquire lapsed and inactive Betway Premium customer.
This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives
Essential skills you’ll bring to the table
The necessary skills that we require for this role include:
A degree (BCom or equivalent) is essential.
2-3 years of experience in account management/relationship management, outstanding service delivery, event support, and proactive outreach.
Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
Exceptional attention to detail, ensuring high standards of quality in all outputs
Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situation
Ability to communicate across all levels
Strong project management skills
Numbers driven with strong analytical skills
Excellent interpersonal and negotiation skills
Must be deadline and target driven with good time management
Ability to work under pressure and adapt well to change
Previous track record of dealing with Betway Premium clients
Ability to understand and manage client expectations
Team player who can work well under pressure
Excellent computer literacy with high proficiency in excel
Consistent high standard and quality of work
Good time management skills and ability to effectively multi-task in a deadline-drive, high pressure environment
Extremely detail oriented and well organized
Excellent interpersonal and customer orientation skills
Ability to clearly and effectively communicate
Exceptional organisation skills, with the ability to manage multiple projects, prioritise effectively, and meet deadlines – all while doing so with strong attention to detail and focus on quality and excellence
Betway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime
Must have own vehicle transport
Desirable skills you’ve got up your sleeve
It would be great if you also have some of the following skills:
In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
Familiarity with gambling regulations and compliance requirements, ensuring adherence to legal standards
Experience in developing and executing customer retention strategies
Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions
Team player with self-starting capabilities who can work in groups or alone to drive results
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