Senior Internal Relationship Manager

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 at Betway Africa 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.

Betway Africa is looking for new members to join our superclass team, focusing on cultivating and managing relationships with customers. 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.

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

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 highly preferred.
• 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:

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

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 19 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