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Customer Relationship Excellence Specialist

2 months ago

Toronto, Ontario, Canada Betway Group Full time

About the Role

We are seeking an exceptional Customer Relationship Excellence Specialist to join our team at Betway Group. This is a fantastic opportunity to work with our loyal customers, building long-lasting relationships and delivering exceptional experiences.

Job Summary

As a Customer Relationship Excellence Specialist, you will be responsible for establishing, maintaining, and strengthening customer relationships. You will be the main point of contact for our most valued customers, working closely with our CRM and Brand teams to offer market-leading promotions and utilize our sponsorships to create long-term sustainable value.

Key Responsibilities

  1. Provide efficient customer service while undertaking Source of Wealth (SOW) and Source of Funds (SOF) reviews using open-source material, customer-provided documentation, and data from Betway systems.
  2. Submit SOW/SOF reviews along with recommendations to the AML Team.
  3. Evaluate customers' affordability and responsible gambling requirements.
  4. Analyze customer activity using data and reports to ensure safe gaming practices.
  5. Serve as the primary contact for select customers, ensuring their experience with Betway remains positive, fun, and sustainable while prioritizing Responsible Gaming.
  6. Calculate and credit bonuses and free bets for eligible customers or leverage the Elite Club program to reward them.
  7. Host high-value customers, fostering personal relationships through various communication channels and in-person interactions.
  8. Organize and attend bespoke events for select customers.
  9. Identify and re-engage potential high-value customers, considering SOW, SOF, affordability, and responsible gambling factors.
  10. Deliver professional and efficient customer service.
  11. Build and maintain constructive relationships, proactively anticipating customer needs.
  12. Analyze customer behavior using data and reports.
  13. Escalate customer queries or concerns when brought to your attention by your customer cohort.
  14. Create customer profiles, including playing behaviors, interests, likes, and dislikes.
  15. Makes recommendations for player gifting and identifies suitable players for hosted events.
  16. Analyze past and current bonus, gifting, or event usage to ensure effective resource utilization.
  17. Represent the business on the ground, staying up-to-date with local regulations, socio-economic trends, and political movements, providing insights to the business as needed.

Essential Skills and Qualifications

To succeed in this role, you will need:

  • Strong verbal and written communication skills, enabling you to convey complex ideas effectively.
  • Experience collaborating in cross-functional teams, focusing on shared goals.
  • Expertise in managing multiple projects simultaneously, with a proven track record of timely delivery.
  • 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.
  • Proven experience in a similar role.
  • Excellent communication and interpersonal skills.
  • Confident phone communication skills.
  • Native English speaker.
  • Confidence with numbers and reporting.

Estimated Salary Range

This role offers a competitive salary range of $60,000 - $80,000 per annum, depending on experience and qualifications.

Benefits

Betway Group offers a comprehensive benefits package, including:

  • A range of learning and development opportunities to support your growth and career advancement.
  • A performance tool that provides regular feedback and coaching to help you improve and reach your full potential.
  • An employee assistance program offering a variety of benefits for you and your family.