Customer Relationship Manager (Alberta)

DigiOutsource

19d

About The Position

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Who we are We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we’re looking for We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. Why we need you We’re building experiences that wow our customers – and that starts with bold, curious people who want to do work that matters. If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment. As our Customer Relationship Manager, you’ll be supporting the establishment, maintenance and strengthening of customer relationships with High Value Customers (HVC). A key focus of the role is identifying and understanding a customer’s source of wealth (SOW) and source of funds (SOF), as well as affordability and responsible gambling considerations. The quality in customer service is of utmost importance when executing upon these duties. You will also play a key role in the optimization of the customer verification process through proactive interventions. Your drive and ideas will help us move faster, improve smarter, and stay ahead of the game.

Requirements

• Clear, confident communication (written and verbal), and the ability to breakdown complex ideas
• A collaborative mindset, working smoothly with cross‑functional teams to hit shared goals
• Strong organisational skills and the ability to manage multiple projects without dropping the ball
• Exceptional attention to detail and a commitment to high‑quality work
• Adaptability – you stay sharp, productive and positive in fast‑moving environments
• Customer Relations - Capacity to build and maintain effective relationships with customers
• CRM Software Proficiency
• Capacity to troubleshoot customer issues and find solutions quickly
• Experienced in providing excellent customer service to meet customer's needs and expectations

Nice To Haves

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Experience in creating and maintaining dashboards, reports, and workflows to automate processes and provide insights into business performance
• Ability to manage projects efficiently, ensuring timely completion of tasks and adherence to project goals

Responsibilities

• Full accountability of the Key Accounts assigned
• Hosting of valued customer accounts and driving good player experience
• Driving value through personal interaction and relationship management
• Reviewing & reporting on all accounts after 4 weeks
• Recommending player downgrade or upgrade from the High Value program
• Making recommendations that contribute to growing the High Value Customer base
• Being the main point of contact for the High Value Customer base
• Ensuring their experience with the casino remains safe, fun and sustainable.
• Creating personalized offers for hosted accounts (individually and by group collaboration) by incorporating feedback and guidance from the Market Development Manager Responsible Gaming
• Executing on significant losses and any other concerning change in terms of customer playing behaviour to ensure duty of care.
• Ensuring high quality standards are being fulfilled through the SOW/SOF process and ensuring effective, professional communication
• Representing the company on the ground
• Playing a key role in understanding the player experience within the country (i.e. testing the product, staying abreast of regulated changes etc)
• Hosting High Value Customers at events and building personal relationships with through various contact mediums, as well as in person

Benefits

• We invest in your growth and wellbeing, so you can bring your best: Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast.
• Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.
• Support that has your back. Our Employee Assistance Programme offers resources for you and your family.
• Health insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees