Retention Executive

6 months ago

StokeonTrent, United Kingdom LiveScore Group Full time

**Hybrid working: 2 days in the office per week**
**Working hours: 40 hours a week, with days that will be rotating and are dictated by the events in the sporting calendar.**

**The Role**

Sitting within the Player Engagement Team, you will be responsible for building and retaining key relationships with our Tier 2 customers, ensuring they are receiving the best service in the industry. This role involves regular communication with our customers and requires an innate skill to harness and nurture various personalities.

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.
- We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you._

**Key Responsibilities**
- Make intro calls to prospective managed customers, promoting the benefits of engaging with Virgin Bet 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. You will be expected to coordinate with our Compliance team on a regular basis to ensure we are being proactive where necessary
- Work closely with various departments across the business, including CRM, Design, Insights, Product Operations and our Trading Team
- Ensuring we are analysing future client development and opportunities
- Being analytically minded ensuring that we report and examine trends, driving company performance and growth where we can
- Be responsible for collating feedback and optimising the best way to collect and share this information, distributing to 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

**Skills, Knowledge and Experience**
- Proven understanding of sports market commercials
- Excellent communicator (both verbal, telephone and written)
- Capable of having difficult conversations
- Service and Marketing minded
- Pride in providing top level service
- Proven negotiation skills
- Self-motivated and a thirst to learn
- Excellent analytical skills along with Excel
- Strives to meet targets and deadlines
- Excellent organisational & planning skills
- Flexible working hours and acknowledges late nights/weekends are required

**What we can offer?**
- 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
- Daily snacks, quality coffee, soft drinks and regular socials

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