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Customer Sustainability Partner

 

Kindred Group knows what it takes to be a major player in the sports and entertainment industry.  As one of the world's largest providers of sports betting and online gaming, Kindred is expanding in the US market via the Unibet brand.

Kindred is seeking an exceptional individual to join the US team in a role of Player Sustainability Partner. The individual will be responsible for managing the portfolio of the high net worth customers in the market, looking to build strong relationships with our VIP customers to increase their loyalty and provide an excellent all-round experience.

The right candidate for this position will have an experience in customer facing environment, very good understanding of client management and a genuine passion for the online gambling industry. It is imperative that this person has a take-charge and can-do attitude, has strong social and people skills with the ability to build trust. We are looking for someone friendly, patient, and enthusiastic with an ability to use common sense and display good judgement.

Our Company's diverse workforce of over 1,500 includes over 50 different nationalities based all over the world. When you join our team, there is a guaranteed sense of belonging, inclusiveness and team spirit. This is an exciting and unique opportunity to join an established company growing in the US, and in the early days of online sports betting across the nation.

What will you be doing?

  • Build strong relationships with valuable customers, provide superb service and enhance their gaming experiences across all products.
  • Monitor individual customer performance and ensure that bonuses and hospitality invitations are offered in accordance with business requirements
  • Play an active part in Responsible Gambling initiatives and handling any incidents with care and character
  • Handle customers' day to day queries and complaints to provide the VIP with personal and ‘competition beating' service
  • Monitor the customer base for new potential VIP customers, and work closely with customer support to ensure future potential VIPs and customers have a great experience from the start
  • Collect and share player feedback and suggestions with other stakeholders (e.g. CRM team)
  • Work alongside other teams to plan and execute events; entertain and host customers at various local and global events
  • Acquire knowledge of customers and build profiles including playing behaviors, interests, likes, and dislikes
  • Share learnings, campaigns and success stories with other teams and departments especially with other VIP teams
  • Collaborate with other internal verticals to improve processes and create new programs; this includes CRM, Product, Finance, Customer Support, Data, and more.

How will the role be measured?

  • Reported Gross Win
  • Retention Rate
  • Number of Actives
  • Bonus Spend vs Budget
  • Customer Satisfaction
  • Personal performance

What have you done?

  • Work experience in a customer facing environment, VIP customer as an advantage
  • Strong relationship building skills and the ability to build trust; strong social and people skills
  • Great organization, planning and prioritization skills, with strong attention to detail
  • Excellent written and verbal communication skills
  • Commitment to providing world class service to valuable customers
  • Possess skills in finding solutions to complex problems in a timely and calm manner
  • Have a genuine passion for the online gaming industry, either as a customer or through work experience in the industry
  • Be presentable, willing to travel and work outside of normal office hours

 
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Location
Unibet (Interactive) , Cherry Hill, New Jersey, United States
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  • Office:
    Cherry Hill, New Jersey, Las Vegas, Nevada
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    COM1862
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Medical Insurance
Shares
20 days PTO
Life Insurance
Commuter Benefits
Life Cover and Income Protection
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