Relationship Manager (Alberta)

DigiOutsource; Calgary; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Learning and development programs

Employee Assistance Programme

Job summary

DigiOutsource in Alberta is seeking a Relationship Manager to oversee its High Value Customer portfolio across sportsbook and casino products. This role focuses on building lasting relationships to safeguard business interests while delivering exceptional customer experiences.

The ideal candidate should possess excellent communication skills, strong organizational abilities, and a commitment to compliance within Alberta's regulatory framework.

Health insurance and growth opportunities are part of the offering.

Qualifications

• Proven ability to build, maintain, and grow high value customer relationships.
• Confidence in handling sensitive conversations related to risk and affordability.
• Proficiency with CRM tools and customer management.

Responsibilities

• Accountable for an assigned portfolio of High Value Customers.
• Act as the primary point of contact, building trusted long-term relationships.
• Manage customer engagement across multiple brands.

Skills

Clear communication

Organisational skills

Attention to detail

Ability to manage multiple projects

Adaptability

Tools

CRM systems

Job description

We’re Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands, including Betway and Jackpot City. We’re a powerhouse built on decades of expertise across 22 countries – and with over 2,800 bright minds, we’re changing the game for good. Our mission is to give our customers a superclass entertainment experience.

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 Super Group, 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.

Why we need you

We’re building experiences that wow our customers – and that starts with bold, curious people who want to do work that matters.

If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment.

As our Relationship Manager (Alberta) you will be responsible for the establishment, development, and long‑term value of our High Value Customer (HVC) portfolio across sportsbook and casino products.

Operating within a newly regulated and closely scrutinized market, this role plays a critical part in:

• Safeguarding the business through strong SOW/SOF, affordability, and Responsible Gambling execution
• Delivering a best-in-class HVC experience that is personalized, compliant, and sustainable
• Growing player value responsibly while protecting both the customer and the brand.

You will act as a front‑line ambassador for our brands in Alberta, combining hospitality, commercial insight, and regulatory discipline to build trusted, lasting relationships. Your drive and ideas will help us move faster, improve smarter, and stay ahead of the game.

What you’ll do

You’ll take ownership of work that gives us our competitive edge, including:

• Take full accountability for an assigned portfolio of High Value Customers
• Act as the primary point of contact, building trusted, long term relationships
• Manage customers across multiple brands and verticals, tailoring engagement accordingly
• Deliver personalized hosting and experiences aligned with player preferences and brand guidelines

Commercial & Performance Management

• Drive responsible growth, retention, and lifetime value within your portfolio
• Review and assess account performance within the first four weeks and on an ongoing basis
• Make informed recommendations on HVC upgrades, downgrades, and removals
• Contribute insights that support the ongoing growth and optimization of the HVC Loyalty program
• Ensure bonusing and rewards remain effective, compliant, and value driven

Responsible Gambling, SOW & SOF

• Identify, document, and assess Source of Wealth, Source of Funds, and affordability
• Monitor and respond to significant losses or behavioral changes with appropriate duty of care
• Execute Responsible Gambling interventions confidently, professionally, and empathetically
• Escalate risk cases to Compliance, RG, or senior stakeholders when required
• Maintain high‑quality documentation and communication standards to support audits and reviews

Alberta Regulatory Responsibility

• Maintain a strong working knowledge of Alberta specific regulatory requirements
• Ensure all HVC engagement, offers, and incentives comply with provincial regulations
• Support regulatory reviews, audits, and information requests when required
• Act as a compliance first representative of the business in all customer interactions
• Use CRM tools, dashboards, and reporting to guide contact strategies and decisions
• Interpret player data to identify opportunities, risk signals, and emerging trends
• Collaborate with Operations, Compliance, Marketing, and Market Development teams to deliver a seamless HVC experience
• Provide feedback on player experience, product performance, and local market dynamics

Hosting & Brand Representation

• Represent the company at events, hospitality experiences, and HVC activations
• Build relationships through multiple engagement channels, including phone, digital, and in person
• Test the product experience personally and stay informed on market and regulatory developments
• Maintain flexibility to support player activity outside standard business hours when required.

This list covers your core responsibilities – with plenty of room to stretch, explore and take on new challenges as we grow.

What you’ll bring

You’re someone who brings:

• Clear, confident communication (written and verbal), and the ability to breakdown complex ideas
• A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals
• Strong organisational skills and the ability to manage multiple projects without dropping the ball
• Exceptional attention to detail and a commitment to high‑quality work
• Adaptability – you stay sharp, productive and positive in fast‑moving environments
• Proven ability to build, maintain, and grow high value customer relationships
• Confidence in handling sensitive conversations related to risk, affordability, and behavior
• Proficiency with CRM systems and customer management tools

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
• Experience in online sportsbook and casino environments
• Experience developing and executing HVC retention strategies
• Confidence working with reports, dashboards, and performance insights
• Exposure to multi brand or multi jurisdictional HVC programs

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:

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

What you’ll get back

We invest in your growth and wellbeing, so you can bring your best:

• Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast.
• Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.
• Support that has your back. Our Employee Assistance Programme offers resources for you and your family.
• Health insurance

Ready to feel superclass?

At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one.