Client Relationship Manager

1 week ago

Darwin, Northern Territory, Australia Kindred Group plc Full time

Position Overview

The Client Relationship Manager will oversee a selection of High Net Worth clients within the Australian sector. With fluency in English, the ideal candidate will focus on cultivating relationships with affluent clients, enhancing their loyalty, and delivering a tailored, rewarding experience in a sustainable manner. This position is integral to the success of the Unibet Black Team and will collaborate closely with the Customer Engagement Manager to prepare and launch innovative services.

Key Responsibilities

  • Oversee the portfolio of clients, fostering robust relationships to enhance loyalty, retention, and lifetime value while ensuring a consistent and sustainable engagement level.
  • Provide ongoing training and development for Supervisors to support High Net Worth clients, ensuring 24/7 coverage for this demographic.
  • Track individual client performance and ensure that appropriate rewards, both online and offline, are aligned with business objectives.
  • Address daily inquiries and concerns from clients, proactively engaging with them at critical points in their lifecycle to stimulate growth and activity.
  • Analyze market performance, recognizing and responding to emerging trends.
  • Initiate targeted campaigns to stimulate activity among high net worth clients, ensuring timely execution and thorough monitoring of results.
  • Identify potential new high net worth clients and facilitate their onboarding process.
  • Collaborate with the Customer Engagement Manager to strategize and execute events, including coordinating client gifts.
  • Maintain a focus on player sustainability and serve as an ambassador for responsible gambling practices.
  • Work closely with the Customer Engagement Manager, Player Sustainability, Payments, and Customer Support teams to ensure a safe and positive client experience.
  • Contribute to business success by representing the voice of high-value clients, providing constructive feedback and innovative suggestions.
  • Assist the Customer Engagement Manager with administrative tasks, including processing purchase orders and tracking expenses.

Qualifications

  • Proven experience in a customer service-oriented role.
  • Exceptional interpersonal skills with the ability to build strong client relationships.
  • Strong commercial insight, including an understanding of ROI and analytical skills.
  • Excellent organizational, planning, and prioritization abilities, with a keen attention to detail.
  • Outstanding written and verbal communication skills in English.
  • A genuine dedication to delivering exceptional service to valued clients.
  • Professional appearance and willingness to travel and work outside of standard office hours as necessary.
  • Experience in the online gaming industry.

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