Customer Relationship Manager (Alberta)

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areWe’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.Why we need youWe’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and SuperDrive will help us achieve our vision. As a Customer Relationship Manager, you’ll be supporting the establishment, maintenance and strengthening of customer relationships with High Value Customers (HVC). A key focus of the role is identifying and understanding a customer’s source of wealth (SOW) and source of funds (SOF), as well as affordability and responsible gambling considerations. The quality in customer service is of utmost importance when executing upon these duties. The Customer Relationship Manager also plays a key role in the optimization of the customer verification process through proactive interventions, which will help us excel and stay ahead of the game.What you’ll be doingAs part of your role, your responsibilities will include:Full accountability of the key accounts assigned:Hosting of valued customer accounts and driving good player experienceDriving value through personal interaction and relationship managementReview & report on all accounts after 4 weeks:Recommend player downgrade or upgrade from the high value programMake recommendations that contribute to growing the high value customer baseBe the main point of contact for the high value customer base:Ensure their experience with the casino remains safe, fun and sustainable.Create personalized offers for hosted accounts (individually and by group collaboration) by incorporating feedback and guidance from the Market Development ManagerResponsible gaming:Execute on significant losses and any other concerning change in terms of customer playing behaviour to ensure duty of care.Ensure high quality standards are being fulfilled through the SOW/SOF process and ensuring effective, professional communicationRepresenting the company on the ground:Play a key role in understanding the player experience within the country (i.e. testing the product, staying abreast of regulated changes, etc.)Hosting high value customers at events and building personal relationships with through various contact mediums, as well as in personThis job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties to achieve business objectives.Essential skills you’ll bring to the tableThe necessary skills that we require for this role include:Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectivelyExperience working collaboratively in cross-functional teams, with a focus on achieving shared goalsCustomer relations - capacity to build and maintain effective relationships with customersExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations and knows how to handle such occurrences by reassuring customers of speedy remedies without jeopardising the company's image.CRM Software Proficiency - knowledge and experience in the use of CRM software to track customer dataProblem solving - capacity to troubleshoot customer issues and find solutions quicklyCustomer service - experienced in providing excellent customer service to meet customer's needs and expectationsDesirable skills you’ve got up your sleeveIt would be great if you also have some of the following skills:Previous experience within VIP Account Management &/or Key Account ManagementPrevious knowledge and experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulationsFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standardsExperience in developing and executing customer retention strategiesCreate and maintain dashboards, reports, and workflows to automate processes and provide insights into business performanceAbility to manage projects efficiently, ensuring timely completion of tasks and adherence to project goalsProficient in the French languageOur values are non-negotiablesOur culture is underpinned by core values that are linked to key behavioural competencies.Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.These competencies are:AdaptabilityOwnership and accountabilityInitiating actionResilienceTeam orientationIntegrityInnovationWhat you’ll get backWe offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.We provide a comprehensive benefits package that includes medical, dental, vision, life insurance, and disability coverage through Medavie Blue Cross.Be part of that Superclass feeling.At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 18 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.It’s all about putting your experience first and ensuring honesty and fairness in all we do.Here, your growth is supported and your contributions valued.Game on!*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment. This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play and grow!

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