Retention Executive

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