Retention Executive
LiveScore Group is seeking a Retention Executive to join the Player Engagement Team. The role focuses on building and maintaining strong relationships with Tier 2 customers to ensure they receive industry-leading service. The position requires regular customer communication and the ability to nurture diverse personalities.
LiveScore Group is the proud home of three exciting brands in the sports and gaming world: LiveScore, LiveScore Bet, and Virgin Bet. This fully owned and operated ecosystem converges the two worlds of sports media and sports betting. The company is proud of its high ratings for commitment to excellence and fueling fan passion for sport, driving it to the top. LiveScore Group leads and innovates with cutting-edge products and immersive experiences, but it is its people who truly make the difference. Every day, the team embodies the values of adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels ambition. As the company scales and continues to create a culture that allows all employees to thrive, it needs the most talented people with diverse backgrounds, perspectives, and skills. If you are good at what you do, come and join us. The more inclusive LiveScore Group is, the more amazing experiences it can create for its users.
The successful candidate will work in a hybrid capacity based in Stoke-on-Trent. The role involves a 40-hour working week with shifts ranging between 08:30 and 22:00 on weekdays and 11:00 and 20:00 on weekends, requiring flexibility to support key sporting events.
- Make intro calls to prospective managed customers, promoting the benefits of engaging with Virgin Bet and LiveScore Bet (UK and Ireland) and ensuring an understanding of their needs has been established.
- Take ownership of queries and specific requests ensuring there is an effective and timely resolution or negotiation.
- Be responsible for identifying prospective account managed customers and improving the customer experience at the start of their lifecycle.
- Ensuring operations and personal licence commitments are carried out in accordance with legislative regulations such as, Responsible Gaming, Anti-Money Laundering and Data Protection.
- Coordinate with the Compliance team on a regular basis to ensure proactive adherence to regulations.
- Work closely with various departments across the business, including CRM, Design, Insights, Product Operations and the Trading Team.
- Analyse future client development and opportunities.
- Report and examine trends to drive company performance and growth.
- Collate feedback and optimise the process for sharing information with key stakeholders.
- Work during key sporting events (weekends/late nights) as required, ensuring that there is the operational support planned in place to allow for fast reaction and offering.
- Proven understanding of sports market commercials (required)
- Excellent communicator (both verbal, telephone and written) (required)
- Capable of having difficult conversations (required)
- Service and Marketing minded (required)
- Pride in providing top level service (required)
- Proven negotiation skills (required)
- Self-motivated and a thirst to learn (required)
- Excellent analytical skills along with Excel (required)
- Strives to meet targets and deadlines (required)
- Excellent organisational & planning skills (required)
- Flexible working hours and acknowledges late nights/weekends are required (required)
- Company Performance bonus
- Hybrid working for all staff with flexible working opportunities
- Private Healthcare scheme + Employee Enhanced Assistance
- Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay.
- Paternity leave: up to 4 weeks at full pay
- Subsidised gym membership
- Life Assurance (x3 salary)
- Contributory Pension Plan
- Virgin Family: Giving you access to exclusive Virgin offers and experiences
- Daily snacks, quality coffee, soft drinks and regular socials
LiveScore Group is a sports media and betting company, home to the LiveScore, LiveScore Bet and Virgin Bet brands. Its flagship LiveScore product delivers real-time scores and free live streams to a large global audience, while LiveScore Bet and Virgin Bet provide online sports betting and gaming. Headquartered in London, the privately owned group operates internationally, with offices in Stoke, Galway, Vienna, Gibraltar, Lagos, Malta and Cape Town. It combines media reach with regulated betting products across the UK and other markets.