Premium Experience Specialist

In Australia, Dabble has been operating a licensed sportsbook under the NTRWC since 2021. We're here to deliver extraordinary - with a truly immersive socialised betting experience designed to provide evolutionary entertainment to our punters via genuine interaction and engagement.
We have office hubs in Darwin, Melbourne, Brisbane, Sydney, Adelaide, and Albury. While we support remote-friendly work, we also encourage our people to take advantage of our national network of offices, offering cross-office sponsored flights year-round to promote collaboration and connection.
Our global operations span multiple markets, including our innovative Daily Fantasy Sports app servicing the United States, which launched in 2023.
We are a team of highly driven enthusiasts and we are looking for our next Dabbler to join us as we continue in our journey.
Dabble Culture
Dress for your day so you can focus on what matters
Switch up your office, work from home, work from wherever helps you to deliver
Genuine, like-minded team of visionaries. We welcome ideas big and small
Scheduled focus time to encourage deep thought
Our annual convention, Dabblecon, brings us all together to celebrate our successes and plan continued evolution over the coming year
**Each day is led through upholding our core Values**: Fun, Celebratory, Community, Evolutionary and Focus
Dabble Perks
A minimum of five weeks of paid annual leave for all Dabblers
Paid parental leave for both primary and secondary caregiver
**We encourage you to visit our network of offices**: sponsored flights available to staff and spouse/immediate family
Flexibility with working hours to accommodate our cross-country employee base: you are free to manage your own time
**Your wellness is our genuine concern**: We sponsor access to the Sonder app for employees and their families with 24/7 support across mental health, medical advice, safety support and
more
Up to 10% annual cash bonus based on Company performance metrics
**Dabble Day Dividend**: all Dabblers split the day’s revenue evenly on our birthday each year. You share the workload, why shouldn’t you share the reward?
**Safety first**: your ride home from company sponsored events and your flu jab is on us
Overview
Collaborating closely with the Head of Premium Customer, you'll be responsible for the retention & growth of a cohort of Dabble’s Premium customers. This includes providing an enhanced customer experience and additional customer care to this highly engaged group.
You will be responsible for maintaining and cultivating strong relationships with customers, ensuring their satisfaction, and increasing their loyalty to Dabble in a unique manner that aligns with the company’s core values and brand positioning, notably being a fun place to bet. Additionally, you will serve as their primary point of contact for this business.
You will run outbound campaigns targeting specific business outcomes as part of the Premium customer strategy, leveraging data-driven insights and innovative marketing tactics to drive engagement.
Primary Location

**Responsibilities**:
Comply with all lawful instructions from the Company in performing your duties
Perform such duties diligently, honestly and to the best of your ability
Carry out any other duties as directed by the Company
Report to and being accountable to persons nominated from time to time by the Company
Uphold and abide by Dabble’s Values, Expected Behaviours and Code of Conduct at every opportunity
Effectively manage relationships with a designated group of Premium customers that includes:
Building and maintaining strong relationships with premium customers.
Ensuring a central point of contact is available for premium customers who can address their enquiries and concerns promptly and professionally.
Developing and implement personalised strategies and retention plans to enhance premium customer experiences.
Ensuring that funds spent (both direct for experiences and via generosity) is effectively invested within clear guidelines.
Monitoring customer activity for concerning Responsible Gambling or Money Laundering triggers and activity. Reporting and acting accordingly if detected.
Frequent reporting on the performance & betting trends of the group.
Invite customers to fill events allocation and contribute to hosting.
Run outbound contact campaigns for various purposes including reactivation, data collection & customer care.
Ensure feedback is collected from premium customers and provide insights to the company for continuous improvement across various parts of the business, notably Product.
Ensure designated customer activities and communications are compliant with relevant laws, regulations, and company policies.
Contribute to Premium program strategy activities as required.
Availability to work occasional week nights & weekends as needed.
Skills & Qualifications
3+ years’ customer service or account management experience
Demonstrated experience in developing str