Start your game...
Entain Australia & New Zealand are fearlessly revolutionising the sports, racing and wagering industry. We are committed to delivering exceptional and unforgettable customer experiences, fueled by creativity, innovation, and a strong connection between our audience and industry.
The Senior Relationship Manager oversees our NZ Southern region Account Management team, as well as managing a portfolio of the company’s high valued clients. This position ensures that their team understands company goals, shared common objectives and supports outstanding end-to-end client relations.
Our Client Accounts department is dedicated to driving sustainable wagering and delivering exceptional customer experiences through effective account management. Focused on loyalty, the Client Accounts team builds strong connections between customers and products, using modern technologies and customer insights to identify, satisfy, and retain clients.
Where and how you can work...
This is a full time role based in our Wellington office and will involve some regional travel to locations and venues.
We’re committed to a flexible work environment, offering a hybrid model that combines the benefits of in-office collaboration with the freedom to work from home. This approach supports work-life balance and respects individual preferences, creating a more personalised and productive way of working.
To succeed in this role, you’ll need to thrive in a dynamic environment and be adaptable to a seven-day work week, with the flexibility to work some evenings and weekends as needed.
Key Responsibilities...
To meet our customer needs, the key responsibilities of this role cover the activities listed below. Please note that this is an overview, and other responsibilities are required to fulfil the purpose of the role.
- Effectively lead people management initiatives for the team through honest and constructive performance and development conversations, and regular team meetings that engage the team and provide the context they need to succeed.
- Establish and maintain a success criteria for retention and service projects, strategically manage and plan for change to evolve the program and its initiatives.
- With the customer top of mind, make optimal use of communication tools through development and availability to obtain strategic objectives.
- Ensure your and the teams regular one-on-one communications with key customers to provide a positive experience and build long term relationships.
- Serve as a premium high-value Account Manager for a select group of clients, answering inquires via phone, email and SMS, including proactive management services.
- Develop, coordinate and innovative strategies and objectives designed to create efficiencies for the department to increase customer lifetime value.
- Ensure team members have information so that they can deliver excellent service to customers. From industry customer key metrics to detailed customer insights.
- Weekly reporting to management on the progress of the team and ongoing improvements including recommendations.
You're a match if you have…
To help you get into the game and be set up for success in this role you will come with broad skills and experience covering:
- Ability to develop and execute strategies surrounding high-value customers.
- Being strong willed, confident, resilient, and emotionally tough.
- Experience managing staff and working cross-functionally with senior stakeholders to facilitate outcomes.
- Having an in-depth understanding of wagering practices and the industry landscape.
This role requires strong communication, the ability to guide other successfully and grasp crisis management. You must also be highly persuasive, motivated, thoughtful, and dedicated to the customer always. To influence the minds of the other employees, you must show the importance of remaining customer centric.
Who are we?
At Entain Australia & New Zealand, we're on a mission to revolutionise the world of sports and gaming venue entertainment. We're the home of Australia and New Zealand's best gaming and tech talent, with a passion for pushing boundaries and creating unforgettable experiences.
We have a host of leading brands under the Entain umbrella – our customers can experience the best of sports betting and entertainment with Ladbrokes Australia and neds, where together they provide thrilling avenues for sports enthusiasts and racing aficionados alike.
We're proud to support racing and sport in New Zealand through our 25-year strategic partnership with TAB NZ. The TAB brand in New Zealand connects enthusiasts to the heart of the action, whether it's horse racing, greyhounds, or a variety of thrilling sports. We're excited to be working alongside our other key NZ brands including Sport Nation, Trackside, and our brand new wagering brand betcha.
Entain Lifestyle...
- Paid Medical Insurance: Get covered with Southern Cross medical insurance for you and your family!
- Dedicated Training Plans: Power up your professional growth with our exclusive training programs.
- Birthday Bonus: Take a breather on your special day, courtesy of us. It's your day to shine!
- Be You: Express yourself! We celebrate your unique individuality, creating a supportive and inclusive work atmosphere.
- Our Auckland and Wellington offices are game-ready with a pool table, dartboard, and sports on TV. Work's never been this fun!
- Social Butterflies Welcome, join our clubs and dive into exciting activities regularly!
As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide support for you to express your views and make a positive difference.
Due to the wagering aspect of our industry, applicants must be a minimum of 18 years to apply.
For more information, please reach out to us at [email protected] or hit apply now.
