Internal Relationship Manager – Betway Premium

Johannesburg, Gauteng
Permanent
Full-time

10 days ago

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areBetway Africa is part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds.Since 2006, Betway has become ingrained on the African continent, having set down early roots in markets such as Ghana and South Africa. From there, Betway has weaved its way across the landscape, incorporating regions in East, West and Southern Africa. This growth also shows no signs of slowing, as Betway continues to be embraced by fans of sports betting in more and more African regions.Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. Every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.Why we need youWe’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.The role of the Internal Relationship Manager is to assist the Senior Relationship Manager and Team Leads on shift in ensuring that priority service and administrative services are provided to our Premium Customers.What you’ll be doingAs our Internal 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 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 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 Premium Customer team, but won’t be limited to, the following:

Dedicated and prioritised Contact Centre service to all Premium Customers queries coming into any of the Contact Centre Channels
Support the 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 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 Premium Customer Team:

Gifting: Partnering with the 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 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 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 objectivesEssential skills you’ll bring to the tableThe necessary skills that we require for this role include:

A degree (BCom or equivalent) is essential.
Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
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
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 sleeveIt would be great if you also have some of the following skills:

Knowledge of sports betting markets, including odds calculation, betting types and market trends
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

Our values are non-negotiablesOur culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.These competencies are:

Adaptability
Ownership and accountability
Initiating action
Resilience
Team orientation
Integrity
Innovation

What you’ll get backWe offer a great variety of personal and professional benefits to help you thrive at Betway Africa and Super Group. This includes:

We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

Be part of that Superclass feelingAt Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.Game on!*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment.This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play and grow!

Betway Africa

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