Relationship Manager
The Betway HVC team is hiring an HVC Relationship manager to join their London team. This team is responsible for delivering a world class experience to their most loyal customers. They put customer safety and sustainability at the heart of what they do. With a relentless will to win, they make data led decisions that prioritise their customers.
This role is responsible for establishing and maintaining customer relationships. Utilising the full asset suite of Betway Global partnerships, the HVC Relationship Manager will help contribute to the vision of delivering the world’s best iGaming customer experience. This will be achieved by delivering actionable results around key topics including but not limited to, source of funds and source of wealth processes, customer identification, exceptional communication, industry leading retention and money can’t buy experiences.
- Being responsible for completing identification tasks and profiling their most loyal customers.
- Providing a seamless experience during customers compliance processes, with the goal of increasing compliance pass rates.
- Being customer obsessed, striving to deliver a mobile led experience and deliver feedback to wider stakeholders of customers experiences.
- Using Betway’s global partnerships to create and attend a world class hospitality calendar for their customers across the globe.
- Using data to help assist in the automation of customer journeys with a tireless focus on mobile first gaming.
- Managing a sustainable cohort of account managed customers.
- Managing and reporting on performance with a key focus on increasing long term player values and retention rates.
- Providing a world class service to their customers that builds trust, being available and the central point of all HVC customer contact.
- Delivering a strong return on investment within budget for both on and off-site hosting.
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required)
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required)
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required)
- Exceptional attention to detail, ensuring high standards of quality in all outputs (required)
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required)
- Fluency in English (required)
- Proven working experience of account management in an iGaming company (required)
- Experience in hosting customers, knowing what world class service looks like (required)
- Clear understanding of iGaming with strong knowledge on sports and casino products (required)
- Strong AML, Responsible Gaming knowledge inclusive of SoW and SoF (required)
- Previous experience in the sports marketing industry (nice-to-have)
- Previous experience in a regulated industry, preferably gaming (nice-to-have)
- Previous Experience working on a MGA licensed brand / UKGC licensed brand (nice-to-have)
- Experience collaborating with cross-functional teams to design and optimize automated user journeys (nice-to-have)
- Comprehensive learning and development programmes
- Performance Tool for regular, constructive feedback
- Employee Assistance programme
- Health Insurance
- Life Assurance
- Income Protection
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.
