About the role
What are we building?
Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, Games Powered by Past Motor Racing, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, and insight, and strive to ensure we're always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?
What’s the position?
Key responsibilities include:
* Manage relationships with a portfolio of High Value Customers active across Hard Rock Bet Florida Sportsbook and Games Powered by Past Motor Racing.
* Responsible for managing a team of Account Managers, including coaching, development, and performance management to achieve portfolio KPI targets.
* Drive increased customer satisfaction and loyalty through providing a professional and proactive account management service tailored to the customer needs and profile.
* Grow customer value by proactively providing relevant offers that focus on retention, upsell and cross sell.
* Conduct customer meetings to gain knowledge and build trust to the Hard Rock brand whilst responding promptly and effectively to incoming calls and emails.
* Meet specific customer SLA’s including reactivation calls, welcome, upsell and account reviews.
* Analyse customer activity against expected behaviour and take corrective action where required.
* Work with Director – VIP to achieve KPI targets set against portfolio of customers including Actives, GGR, Retention and Reinvestment.
* Create individual customer account plans to identify opportunities to drive retention and increased customer value.
* Learn customers product pain points and wish list, understand their priorities and feedback to relevant stakeholders.
* Provide regular customer feedback to Director, VIP regarding how to improve services for customers in line with Hard Rock Digital commercial strategy.
* Continually seek opportunities to acquire new High Value Customers through existing portfolio and personal network
Requirements
What are we looking for?
To be successful in this team you will require the following essential skills and experience:
* As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.
* Minimum of 3 years' experience within the U.S. digital Sportsbook, Games Powered by Past Motor Racing, or Casino industry, or equivalent sales experience
* Minimum of 3 years’s experience working with High Value Customer accounts, preferably with a network of VIP clients.
* Minimum of 2 years’ experience managing a team.
* Capable of facilitating and representing both customers and the business.
* Natural personal skills to build strong professional relationships and identify commercial opportunities.
* Clear understanding of commercial targets and creation of account plans.
* Ability to influence customers through soft sales techniques.
* Driven and motivated by a target and results driven environment.
* Strong written and oral presentation skills with confidence to highlight areas of opportunity or concern to the wider management team.
* Ability to interpret and analyse data to seek opportunities and make informed decisions.
* Natural team player who is curious, energetic and keen to progress both oneself and team members.
What’s in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
* Competitive pay and benefits
* Flexible vacation allowance
* A hybrid / remote working environment
* Startup culture backed by a secure, global brand
Roster of Uniques
We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).