Retention Executive

Livescore Group Limited; Stoke-on-Trent; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid working for all staff

Private healthcare

Pension scheme

Life assurance

Gym membership subsidy

Daily snacks and beverages

Staff socials

Job summary

LiveScore Group is seeking an Account Manager to build and retain relationships with Tier 2 customers across LiveScore Bet and Virgin Bet in the UK and Ireland. You’ll lead intro calls, own queries, and coordinate with internal teams to ensure a smooth lifecycle and proactive compliance during major sport events.

The role requires strong communication, negotiation, and analytical skills, with a flexible schedule including weekends and late nights for live events.

Qualifications

• Proven understanding of sports market commercials.
• Excellent communicator (verbal, telephone and written).
• Capable of having difficult conversations.
• Service and marketing minded with a customer-first approach.
• Pride in providing top-level service and stakeholder focus.
• Proven negotiation skills.
• Self-motivated with a thirst to learn.
• Strong analytical skills, including Excel.
• Able to meet targets and deadlines.
• Excellent organisational and planning skills.

Responsibilities

• Make intro calls to prospective managed customers, promoting LiveScore Bet and Virgin Bet (UK and Ireland) and ensure needs are understood.
• Take ownership of queries and ensure timely resolution or negotiation.
• Identify prospective account managed customers and improve the customer lifecycle at start.
• Ensure compliance with Responsible Gaming, AML and Data Protection; coordinate with Compliance regularly.
• Work with CRM, Design, Insights, Product Operations and Trading Team.
• Analyse future client development opportunities and potential growth.
• Report and examine trends to drive performance.
• Collate feedback and share with key stakeholders.
• Provide operational support during key sporting events (weekends/late nights).

Skills

Sports market knowledge

Excellent communication

Negotiation skills

Analytical skills

Excel

Tools

Excel

Job description

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.,

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

Requirements

• 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

Company culture

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.

Benefits

• Flexible working hours and acknowledges late nights/weekends are required


• 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