Outbound Relationship Manager - Betway Premium

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Job title: Outbound Relationship Manager - Betway Premium

Department: Betway Premium

Reporting to: Team Leader

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Our journey started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.

Who we’re looking for

We’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 you

We’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.

As our Outbound 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. alternatives to existing processes.

What you’ll be doing

As our Outbound Relationship Manager, you will be responsible will be responsible for maintaining, developing and increasing Premium acquisitions, retention, activity rates, and revenue through exceptional service deliver. This will be achieved through providing proactive client support, proactive outbound calling and eventing when required, collection and updating of player information and acquisition of new Premium customers. The candidate will need to possess strong sales and 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 Relationship Manager Host team, but won’t be limited to, the following:

Provide Dedicated Customer Service: Proactively reach out to existing Premium customers to provide product information and services to ensure retention.

Manage CRM Work Items: Handle all Premium CRM work item queries and those received from other departments, ensuring timely feedback to all parties involved.

Handle Escalations: Assist Team Leaders and Managers with any ad-hoc team escalations and provide support as needed.

Support Service Recovery: Help with any overflow service recovery tasks as required by the Service Leaders.

Business Development: Proactively reach out to existing Premium customers to provide product information and services to ensure retention.\

Growth: Proactively reach out to potential Premium customers.

Client Support: Provide exceptional service to Premium customers with the aim of ensuring first contact resolution and maintaining high satisfaction levels.

Event Coordination: Organise and participate in roadshows and events to engage with Premium customers, when required as this is not a primary role.

Information Management: Collect and update player information, ensuring all details are accurately captured in the CRM system.

Targeted Campaign Execution: Design and implement initiatives, promotions, and out-of-the-box ideas to retain lapsing or reacquire lapsed and inactive Premium customers.

Feedback Loop: Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required.

Team Collaboration: Assist Team Leaders and Managers with any ad-hoc team escalations and assistance they may require whilst on shift.

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.

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.

Strong sales ability.

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 situations.

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-driven, high-pressure environment.

Extremely detail-oriented and well-organized.

Excellent interpersonal and customer orientation skills.

Ability to clearly and effectively communicate.

Exceptional organization skills, with the ability to manage multiple projects, prioritize effectively, and meet deadlines – all while maintaining strong attention to detail and focus on quality and excellence.

Operating hours are on a shift basis from 7am to 6pm Monday to Friday and afterhours work maybe required including weekends.

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:

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-negotiables

Our 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 back

We 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 feeling

At 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!

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