Retention Executive

LiveScore Group; Stoke-on-Trent; Hybrid; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Company performance bonus

Hybrid working

Private Healthcare

Enhanced family leave

Subsidised gym

Life assurance (x3 salary)

Contributory pension

Virgin offers and experiences

Snacks and drinks

Job summary

LiveScore Group in Stoke-on-Trent is seeking a Customer Engagement representative to join the Player Engagement Team. You will build and retain relationships with Tier 2 customers, ensuring they receive excellent service and proactive support, across UK and Ireland.

Lean into your communication and negotiation skills to resolve queries, coordinate with CRM, Design, Insights and Trading, and help guide customers through their lifecycle while contributing to overall growth and retention during

Qualifications

• Proven understanding of sports market commercials.
• Excellent communicator (verbal, telephone and written).
• Capable of having difficult conversations.
• Self-motivated with a thirst to learn.
• Excellent analytical skills including Excel.
• Able to meet targets and deadlines.
• Excellent organisational and planning skills.

Responsibilities

• Make intro calls to prospective managed customers promoting Virgin Bet and LiveScore Bet (UK and Ireland) and ensuring an understanding of their needs.
• Take ownership of queries and specific requests ensuring timely resolution or negotiation.
• Identify prospective account managed customers and improve onboarding at the start of their lifecycle.
• Ensure operations and personal licence commitments are carried out in accordance with regulatory requirements; coordinate with Compliance.
• Work with CRM, Design, Insights, Product Operations and Trading teams.
• Analyse future client development and opportunities.
• Report and examine trends to drive performance and growth.
• Collate feedback and share with key stakeholders.
• Provide operational support during key sporting events (weekends/late nights).

Skills

Communication

Sports market

Negotiation

Service mindset

Customer service

Analytical

Excel

Deadline orientation

Organisation

Flexibility

Learning mindset

Job description

Stoke

Hybrid working: 2 days in the office per week

Working hours: 40 hours a week. Shifts range between 08:30 and 22:00 weekdays and 11:00 and 20:00 on weekends, subject to change.

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.

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and fueling fan’s passion for sport driving us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities

• Make intro calls to prospective managed customers, promoting the benefits of engaging with Virgin Bet and LiveScore Bet (UK and Ireland) 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 can we 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
• Virgin Family: Giving you access to exclusive Virgin offers and experiences
• Daily snacks, quality coffee, soft drinks and regular socials