Relationship Manager

  • Full Time
  • Lusaka

Osiris Trading

About the job

Welcome to the world of online sports betting, where every day is a new opportunity to thrill and excite our customers with the best in sports entertainment.

We’re a thrill-seeking global company that’s on a mission to bring entertainment to the masses! As pioneers in the sports betting industry, we’ve created a fast-paced, diverse community that lives and breathes all things athletic. With our roots firmly planted in the world of soccer, we are proud to support one of the most recognizable and successful sports betting brands in the Premier League and beyond.

Our secret weapons are marketing prowess, customer care excellence, and cutting-edge technology. We deliver an electrifying experience through digital channels (online and mobile), and our advertising campaigns hit the bullseye across all mediums (TV, print, outdoor, and digital).

Job description:

The High Value Relationship Team Lead will be responsible for managing the In country day-to-day High Value Relationship operations and overseeing the efficiency and the focus of the team which is made up of Relationship managers & Junior Relationship Managers in delivering High Value Customers revenue through building long term relationships, retention, and loyalty. The Team Lead will need to ensure that the team is efficiently handling their tasks on a daily basis according to the set KPIs. You will further develop workflows and processes within the team and assist the Relationship Managers in team admin tasks, training, and development tasks.

Specific duties will include, but are not limited to, the following:

Gifting: Team lead will manage the planning and delivery of appropriate gifting as deemed necessary for birthdays, specials holidays, big wins and losses or other adhoc occasions. The team will be required to use commercial savviness when gifting a player by looking at overall player Lifetime Value. Gifting strategies need to be monitored so that they effective in increasing value and not eroding it over time. A summary of all gifts sent, reason and value will need to be kept up to date in a central location.

Events and Roadshows: Effective cost/investment management regarding player selection for roadshows and events. The team are required to put forward key value players for consideration when roadshows and events are being organized. Contact and confirm attendance with relevant players that have been selected to be visited or invited to roadshow or events. Follow through to confirmation and attendance. Execute on logistics, player invitations and player communication in order to facilitate the successful outcome of group events. Track and illustrate changes in player value, retention and activity as a result of meetings.

Customer Value Management: Report on the financial performance of High Value segment. Understand all profitability numbers and ratios e.g. Margin, Net win ratios, etc. and how the segment affects the overall business. Monitor Net Win and ensure clients comping levels are in line with their profitability. Review client withdrawal levels and target them with campaigns to ensure the return of cash in the system. Grow total Net Contribution from the base of allocated Potential High Value customers. Ensure segments remains active during any given month or provide updates on reason for inactivity. Develop and implement strategies for retaining & growing new high value players showing potential to become VIP’s. Devise and initiate strategies to target customers with specific player experiences which promote activity and retention.

Client Support and Outbounding: Mange the In country team to ensure that all client alerts are reviewed and attended to. A minimum of 4 contacts per month per hosted player are required. This can include relationship building e-mails; SMS, WhatsApp’s and telephone calls – and respective notes for the contacts need to be captured and reflect in Boat. In country teams to pay close attention and respond effectively to MIMO issues affecting all High Value customers. Pay attention not only to withdrawals but also to big depositors and apply accurate tactical plans.

Campaign execution: Identify, design and implement initiatives, interventions, promotions and out of the box ideas to retain lapsing or to reacquire lapsed and inactive High Value customer. Ensure that all campaigns are localised and relevant. Post campaign insights mechanics and results to be shared post campaign completion. Target winners with effective treatments and interventions in order to have funds reintroduced. Review clients who have big and rapid losses and decide on necessary comping needed.

Information management: Ensure that all player information and soft facts are captured & are up to date ensuring that details are captured on the applicable CRM tools.

Additional Soft Facts to be captured where possible (CRM Tool / Central repository): Client hobbies / sports played; Favourite Sports team; Marital status (Anniversary date if applicable); children; Does client have account at competitor site? Favourite drink / Food type.

High Value player Acquisition: Through localised networking, incentivised referrals and marketing opportunities, the in country teams will work on the acquisition of new High value customers.

*This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

Skills and requirements required for this role:

  • Marketing Degree or relevant qualification/experience
  • Client Relationship management experience
  • 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
  • Web / e-commerce experience advantageous but not a necessity
  • Ability to work under pressure and adapt well to change
  • Strong organizational, communication, presentation and facilitation skills for effective output co-ordination
  • Highly computer literate

If you haven’t heard back from us within two weeks of submitting your application, please understand that we are not proceeding with your application at this time.

Scroll to Top