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.<\/p>\n
What you\u2019ll be doing<\/p>\n
\tAs 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.<\/p>\n
As part of your role, your responsibilities will include partnering with the Betway Premium Customer team, but won\u2019t be limited to, the following:<\/p>\n
\tDedicated and prioritised Contact Centre service to all Betway Premium Customers queries coming into any of the Contact Centre Channels
\n\tSupport 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
\n\tManage 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
\n\tAssist HVC Hosts, Managers and Team Leaders with overflow CRM Work Item queries to ensure overall CRM Work Items are handled within SLA
\n\tAct as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required
\n\tAssist Team Leaders and Managers with any ad-hoc teams escalations and assistance they may require whilst on shift
\n\tMake contact with low HVC CSAT ratings and turn the customer service experienced into a positive experience
\n\tMake contact with Betway Premium customers who abandoned in queue and assist with their queries accordingly
\n\tAssist with any overflow service recovery tasks that the Customer Service Team Leaders may require help with<\/p>\n
Partnering with the Betway Premium Customer Team:<\/p>\n
\tGifting: 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.
\n\tEvents and Roadshows: Understand effective cost or investment management regarding player selection for roadshows and events.
\n\tCustomer Value Management: Understand all profitability numbers and ratios e.g. Margin, Net win ratios, etc. and how the segment affects the overall business.
\n\tClient 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.
\n\tInformation 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.
\n\tCampaign 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.
\n\tThis 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<\/p>\n
Essential skills you\u2019ll bring to the table<\/p>\n
The necessary skills that we require for this role include:<\/p>\n
\tA degree (BCom or equivalent) is essential.
\n\t2-3 years of experience in account management\/relationship management, outstanding service delivery, event support, and proactive outreach.
\n\tStrong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
\n\tExperience working collaboratively in cross-functional teams, with a focus on achieving shared goals
\n\tExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
\n\tExceptional attention to detail, ensuring high standards of quality in all outputs
\n\tAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situation
\n\tAbility to communicate across all levels
\n\tStrong project management skills
\n\tNumbers driven with strong analytical skills
\n\tExcellent interpersonal and negotiation skills
\n\tMust be deadline and target driven with good time management
\n\tAbility to work under pressure and adapt well to change\u00a0
\n\tPrevious track record of dealing with Betway Premium clients
\n\tAbility to understand and manage client expectations
\n\tTeam player who can work well under pressure
\n\tExcellent computer literacy with high proficiency in excel
\n\tConsistent high standard and quality of work
\n\tGood time management skills and ability to effectively multi-task in a deadline-drive, high pressure environment
\n\tExtremely detail oriented and well organized
\n\tExcellent interpersonal and customer orientation skills
\n\tAbility to clearly and effectively communicate
\n\tExceptional organisation skills, with the ability to manage multiple projects, prioritise effectively, and meet deadlines \u2013 all while doing so with strong attention to detail and focus on quality and excellence
\n\tBetway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime
\n\tMust have own vehicle transport<\/p>\n
Desirable skills you\u2019ve got up your sleeve<\/p>\n
It would be great if you also have some of the following skills:<\/p>\n
\tIn-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
\n\tPrevious experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
\n\tFamiliarity with gambling regulations and compliance requirements, ensuring adherence to legal standards
\n\tExperience in developing and executing customer retention strategies
\n\tComputer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
\n\tAbility to use pivot tables and work with an advanced statistical database and statistical methods and functions
\n\tTeam player with self-starting capabilities who can work in groups or alone to drive results<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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