Premium Manager

**About Us**

At Sportsbet, we’re united behind our purpose to “Bring Excitement to Life” for our 2 million customers (and growing). We do this by over-delivering through our commitment to fun, challenging the status quo and living our values. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re a tight knit group of 1,300 teammates (of which over half are in our Tech and Data Science teams).

We are a significant contributor to the Australian economy through racing and sporting codes and we are committed to having a positive impact in society by supporting our customers, our communities and our employees. Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools.

In 2023, we were a recipient of LinkedIn’s Top 25 Companies for our focus on career development and awarded the Top 10 Workplaces for Women through Work180. Our commitment to making Sportsbet the best place to work is never-ending.

**About The Role**

Reporting into the Head of Customer Management - VIC, this role is responsible for helping design and implement the Premium strategy that delivers elevated customer satisfaction and increases market share in the premium segment. Leading a team of 5, you will try new approaches to relationship building, customer experience and service whilst responding to team member and customer needs and pain points. With an element of supporting the team with hosting events, you will be a strong people leader with a passion for sport and racing.

**Responsibilities Include**:

- Maintaining effective processes, systems & structures to drive operational effectiveness.
- Lead team on continuous improvement across all aspects of relationship management.
- A point of escalation a for customer issues and feedback.
- Support team members with responsible gambling practices of premium customers as well as understanding and complying with all industry regulations and company policies.
- Ensure that the performance of the team is monitored & managed effectively through regular feedback and coaching as well as team development through IDPs.
- Collaborate & work effectively with teams such as value, customer engagement, risk & trading, customer operations, sustainability & product to drive brilliant customer experiences.

**The Perks**

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

- 25 days annual leave (that’s right, a whole extra week)
- Genuine flexible working policy with a $800 work from home office allowance
- Weekly concierge service including free massages, manicure/nail appointments - all onsite
- Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office
- Development budget to send you to conferences, events, courses and other learning opportunities
- End of trip facilities with an onsite table tennis and pool table
- Access to our Employee Assistance Program and a Circle In membership
- Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.

**What’s the Green Tick Feeling?**

Well, it’s different for everyone, yet unites us all. It’s the feeling you get when you succeed, no matter what success looks like to you. It could be developing your career, it could working on an industry leading project, or it could be making it to school pick up in time. It's all the little and big things that make you feel like you’re thriving when working at Sportsbet.