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