Department: Country Management

Reporting to: Country Manager/Operations Manager - Canada

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain are constantly expanding and evolving.

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, 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 you

We’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 an HVC Relationship Manager you’ll be responsible for establishing, maintaining and strengthening customer relationships. A key focus of the role is to assist with identifying and understanding a customer’s source of wealth (SOW) and source of funds (SOF), as well as affordability and responsible gambling considerations.

Alongside this, you will be the main source of contact for our most loyal customers, building relationships and working with our CRM- and Brand-team to offer market leading promotions while also utilising our many sponsorships towards long term sustainable value.

What you’ll be doing

As part of your role, your responsibilities will include:

• Provide efficient customer service while undertaking SOW/SOF Reviews of customers using open-source material, information and/or documentation provided by the customer, as well as customer data contained within Betway systems.
• Submitting SOW/SOF Reviews along with recommendations to the AML Team.
• Ensuring customers meet affordability and responsible gambling requirements.
• Using data and reports to analyse customers activity to ensure the customer is playing safely.
• Being a point of contact for select customers ensuring their experience with Betway remains safe, fun and sustainable while keeping Responsible Gaming in mind.
• Calculating and crediting bonuses and Free bets for select customers and/or leverage Elite Club to reward customers.
• Hosting High Value Customers and building personal relationships with them through various contact mediums, as well as in person
• Organising and attending bespoke events for select customers.
• Identifying and reactivating customers of potential value, ensuring full consideration of SOW, SOF, affordability and responsible gambling.
• Providing an efficient and professional customer service.
• Building and maintaining constructive relationships and proactively anticipate customer needs.
• Using data and reports to analyse customers activity.
• Escalate customer queries or concerns when brought to your attention by your customer cohort
• Customer profiling including playing behaviours, interests, likes and dislikes.
• Making recommendations for player gifting and identifying suitable players to attend hosted events.
• Analysis of past and current bonus, gifting or events to ensure effective use of resource.
• Representing the business on the ground, you will play a key part in understanding experience within the country staying abreast of regulation changes, socio economic and political movements and provide insights to the business when necessary.

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

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• 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 record of working in similar role.
• Excellent communication and interpersonal skills.
• Confident communicator on the phone.
• Native English (Canadian) speaker.
• Confident with numbers and reporting.

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Local Canadian Compliance, AML, Responsible Gaming knowledge.
• Knowledge of SOW/SOF processes.
• French-Canadian speaker

Our values are non-negotiables

Our 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:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

 What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway 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.

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 17 countries, 85 nationalities, and 30 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!