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Team Manager – Betfair Gaming

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Role area:
CEO Europe
Contract type:
Full Time
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Role: Team Manager

Reporting line: Senior Operations Manager, Relationship Management

Office location: Hammersmith, with some travel required

Working hours: 40 hours a week

Role overview:

This is a fast paced, client outcomes driven role with responsibility for the relationship management of Paddy Power Betfair high value clients and leading the Betfair team of Relationship Managers. The purpose of the role is to ensure excellent delivery of the client management strategy which has responsible gambling and welfare at the core, high engagement levels, overall adherence to required process and policies and support the continuous improving output quality within the team.

Team overview:

The Relationship Management Team are responsible for the day-to-day execution of PPB’s client management strategy. The team is tasked with understanding the needs and welfare of our clients, building rock solid socially responsible relationships and long-term sustainable loyalty to the business.

Key Responsibilities

  • Lead the Relationship Management Team to ensure high engagement levels and continuous improvement of interaction quality and client experience
  • Ensure that Compliance and Responsible Gambling policies and processes are adhered to by the team and we have a socially responsible approach to our management of client relationships
  • Motivate and manage the performance of your team using the available KPIs
  • Recruit, retain and actively develop your team and a top talent pipeline
  • Evolve a culture of empowerment and align your team’s working patterns closely with client activity
  • Gather constructive feedback for key stakeholders in the business so that services can be improved and commercial opportunities are converted
  • Role Model the PPB Values generating a culture of continuous improvement and development creating a high performing team
  • Ensure the RMs onboard clients qualifying for a managed service ensuring they are engaged with the product and enjoying their experience responsibly
  • Focus the RM team on moving Share of Wallet and existing spend from competitors
  • Understand how our clients behave and the commercial impact of campaigns
  • Seek out and actively address improvement areas within our team and the client management strategy

Essential Skills & Experience


  • EXPERIENCE MANAGING RELATIONSHIPS WITH HIGH PRIORITY CLIENTS either in the gaming, finance, consultancy, ecommerce or similar sectors
  • PROVEN COMMERCIAL LEADERSHIP EXPERIENCE TO DRIVE MARKET OUTPERFORMANCE – A proven track record of success in growing a profitable business, achieving scale benefits, and outperforming the market

  • STRONG COMMUNICATION SKILLS – Experience in communicating across wide forums. Ensure teams and stakeholders are regularly informed through performance updates

  • LEADERSHIP & PEOPLE MANAGEMENT – A strong natural leader and people manager

  • STRATEGIC, ANALYTICAL AND DATA LED – Excellent analytical and processing ability, based on structured problem-solving and an evidence based approach

  • INFLUENCING SKILLS – Highly developed stakeholder management skills; able to collaborate well and develops strong relationships

  • CULTURE FIT – Can operate at Pace, has high self-awareness, is ambitious, of low ego, transparent, entrepreneurial, operates with high integrity, is accountable, results-focused and flexible

Our Values

Our values are important to us. In fact, they shape and guide everything we do – from improving our performance and working as a team, to hiring the right people and developing our talent.

There are five key values that we live by:

RELENTLESS WILL TO WIN – We strive to stay ahead of the game and achieve more for our clients and each other

COLLABORATION – We win by having the best people, working well together and building strong relationships

INTEGRITY – We take pride in doing what’s right. No exceptions

AGILITY – We adapt at pace and with purpose, and thrive amid change

LOW EGO – We take our work seriously but not ourselves, and never believe our own hype