Senior Internal Relationship Manager

SUMMARY:
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POSITION INFO:

Inbound essential.

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 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.

1. Dedicated and prioritised Contact Centre service to all Premium Customers queries coming into any of the Contact Centre Channels
2. 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
3. Assist HVC Hosts, Managers and Team Leaders with overflow CRM Work Item queries to ensure overall CRM Work Items are handled within SLA
4. Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required
5. Assist Team Leaders and Managers with any ad-hoc teams escalations and assistance they may require whilst on shift
6. Make contact with low HVC CSAT ratings and turn the customer service experienced into a positive experienc
7. Assist with any overflow service recovery tasks that the Customer Service Team Leaders may require help with

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

1. A degree (BCom or equivalent) is essential.)
2. 2-3 years of experience in account management/relationship management, outstanding service delivery, event support, and proactive outreach.
3. Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
4. Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
5. Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
6. Exceptional attention to detail, ensuring high standards of quality in all outputs
7. Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situation
8. Ability to communicate across all levels
9. Strong project management skills
10. Numbers driven with strong analytical skills
11. Excellent interpersonal and negotiation skills
12. Must be deadline and target driven with good time management
13. Ability to work under pressure and adapt well to change
14. Previous track record of dealing with Premium clients
15. Ability to understand and manage client expectations
16. Team player who can work well under pressure
17. Excellent computer literacy with high proficiency in excel
18. Consistent high standard and quality of work
19. Good time management skills and ability to effectively multi-task in a deadline-drive, high pressure environment
20. Extremely detail oriented and well organized
21. Excellent interpersonal and customer orientation skills
22. Ability to clearly and effectively communicate
23. 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
24. must be willing to work on a rotational shift basis and flexible to work overtime
25. 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:

1. In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
2. Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
3. Familiarity with gambling regulations and compliance requirements, ensuring adherence to legal standards
4. Experience in developing and executing customer retention strategies
5. Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
6. Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions
7. Team player with self-starting capabilities who can work in groups or alone to drive results