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 CultureDress 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 PerksA 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.OverviewCollaborating 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 LocationThis role is currently open to all locations within Australia, however candidates based in Sydney may be preferred.ResponsibilitiesComply 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 be 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 implementing 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 & Qualifications3+ years' customer service or account management experience.Demonstrated experience in developing strong customer relationships with proven outcomes.Experience in wagering/sports betting highly regarded, but not essential.Strong interpersonal, verbal and written communication skills.Building relationships is in your DNA.Proven experience in problem-solving for clients' needs and business needs.Embody the Dabble brand values.Are you a Dabbler?A Dabbler's attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps. A Dabbler is always a team player, with a willingness to share with and learn from others. Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member (eg we prefer openness via public channels to problem solve or ideate on Slack).A Dabbler uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community. We hold respect for our peers very highly – there is no such thing as a bad idea. We encourage you to think differently, be brave and strive to always raise the bar. Dabble was born out of thought sharing and should tackle growth in the same way. Dabble embraces empowerment of all people at any level of seniority and experience to 'own their work' and 'talk their book' wherever they can.A fulfilling life extends beyond work, and we encourage our employees to prioritise self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.RemunerationThe advertised salary for this position is $85,000 - $100,000 + Super + Benefits with room to be flexible.
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