To apply, click on the link at the end of the posts and all the best with your applications.

1. Customer Success Manager
2. Head Of Contact Centre : Customer Care
3. Customer Success Manager

Customer Success Manager

Job Description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Customer Success Manager. Do you think you have what it takes to be our newest Purple Star?

The Customer Success Manager will play a pivotal role in bridging the gap between our customers and our brand. You will have a customer first mindset and will immerse yourself in understanding our customers and what makes them tick. You will collaborate with marketing, product, contact center, customer support, BI, BA and other Teams to develop and map out our customer journeys ensuring we provide the best possible customer experience.

You will work with Teams across the business to create and implement strategies that drive the acquisition of new customers, retention of existing customers and reduce churn of customers. These strategies will ensure that we increase customer satisfaction rates and drive customer loyalty. You will create strategies that create the opportunity for cross-sells and up-sells across all product categories.

You will have an in-depth knowledge and understanding of our customer base, their needs and their behaviours. You will be able to provide strategic insights to multiple Teams across the business to improve current communication, product offerings and marketing strategies. You will play an active role in the development of positioning and messaging ensuring that it resonates with customers, ultimately driving results.

You are obsessed with tracking performance and actively use data to track all activities, to review what is working, what isn’t and to ensure efficient optimisations are implemented timeously. You will continuously review processes, reporting and use of data and will implement effective changes and automation to ensure our customer experience is meaningful, engaging, efficient, and effective and that business targets and objectives are met.

You will have the ability to work in an extremely faced paced environment, you will be able to operate under pressure and will be able to balance creativity and logic when making decisions and creating strategies. You will have the ability to communicate easily and influence a broad range of stakeholders

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.

You Bring:

• Valid Driver’s License.

• Valid Degree/ Diploma.

• Minimum of 5 Years’ experience in Performance Marketing, Brand Management, Communication. and Advertising Administrative Management experience.

• Minimum of 5 Years Management experience.

• Minimum of 3 Years CRM, Customer Experience.

A Bonus To Have:

• Matric.

What You’ll Do for The Brand:

Strategic Planning & Implementation:

• Understand and document our customer centric process and journey and create and implement strategies that drive customer acquisition, retention and reactivation.

• Be the expert on our customers, who are they, how, when and why they make the decisions they do, any barriers to buying and build strong relationships with them by gathering customer feedback in real time and use this to improve overall customer experience.

• Identify key triggers that will improve acquisition, retention and communication strategies.

• Champion opportunities to consistently improve the Hollywoodbets customer experience and be the voice of the customer.

• Drive customer retention, reduce churn, and increase customer satisfaction, loyalty and advocacy.

• Guide Team in effective client issues resolution and handle any escalations.

• Develop listening points in the customer journey,

• Work with marketing managers and marketing analysts to clearly define segmentation of customer base and varying targeted strategies and identify opportunities for continuous improvement.

• Test new strategies for driving customer value and continuously optimise these.

People:

• Ability to project manage a broad variety of projects with a diverse Team of people.

• Responsible for setting direction, conducting performance reviews and conducting the day to day people management functions of project Teams.

• Excellent people and management skills to interact with Team, colleagues, cross-functional teams and third parties. Team player!

• Build long term relationships with Team Members, customers, regulatory bodies and other stakeholders

• Excellent project management, organizational and time management skills

• Work closely with other managers to optimise workflows, resolve challenges, and present solutions.

• Provide ongoing training to ensure your Team consistently performs above standard

• Excellent leadership, communication, and decision-making

Business Development:

• Use strong analytical abilities to evaluate end-to-end customer experiences and journeys across multiple channels as well as customer touch points.

• Ensure a thorough understanding of our customers and products and be obsessive about how we communicate with our stakeholders.

• Conduct a situation analysis of our current marketing activities and make recommendations for improved outcomes and efficiencies.

• Consistently identify revenue opportunities within our established customer base and manage consistent growth by effectively targeting new audiences.

• Identify competitors and evaluate their strategies and positioning and devise counter-strategies.

Analytics & Reporting:

• Understand key performance metrics, automation and make use of analytics tools to provide in-depth research, forecasts, competitive analyses, campaign results, and customer trends & insights in order to translate results into actionable insights for Teams across the business.

• Exceptional ROI-tracking skills, able to prove what is –or isn’t—working and providing recommendations and adapting plans to improve performance.

• Weekly, monthly, quarterly and annual reporting.

• Ongoing review of analytics to provide insights and optimise strategies and plans.

Other:

• Other ad hoc duties that might be required

What You’ll Bring To The Team:

• Must be able to plan effectively and efficiently in order to meet deadlines.

• Solve problems and issues in a timely and effective manner.

• Strong financial and business acumen.

• Must be a strategic thinker

• Must be very strong in Reporting and high attention to detail.

• Strong communication skills and relationship management.

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.

Head Of Contact Centre : Customer Care

Job Description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Head of Contact Centre: Customer Care. Do you think you have what it takes to be our newest Purple Star?

The Head of Contact Centre: Customer Care is responsible for shaping the future of Voice and Digital Contact Centre operation, being committed to ensuring a great customer experience through a variety of touchpoints. Responsible for the strategic oversight and management or operations including but not limited to daily, weekly, monthly and quarterly performance reporting, linked to consequence management for poor performance and rewards & recognition for above average performance. Instill a culture aligned to the brand’s core values instilling a performance driven attitude at all levels across the Centre. Responsible for systems and process management, operations management, cost management, resource management and retention, shift management, compliance, efficiency management and service excellence.

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• 7+ years Contact Centre Management experience

• 5+ years Head of Operations experience

• 5+ years’ experience with Contact Centre software suites

• Minimum of 5 years IVR experience

• Quality Assurance processes and framework management

Advantageous

• Matric

• Relevant Degree/Diploma

What You’ll Do for The Brand:

• Oversee the day to day performance of the Contact Centre Operations through the Ops Leadership Team, to deliver a best in class service, exceeding all KPIs and within budget

• Set the strategy for the development of the Voice and Digital journey, staying abreast of new practices and technologies

• Be responsible for the end to end customer touchpoints and the associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and eliminate complaints

• Responsible for ensuring recruitment, training objectives are met and that the induction and coaching strategy across the Contact Centre is strictly adhered to

• Work closely with HR, Training and other support departments across the business, taking responsibility for the ongoing development all levels of Contact Centre Teams

• Reviewing and clearly defining all Contact Centre roles, any required shift and candidate profiles required across the Contact Centre operation

• Lead an effective resource planning Team, ensuring that resource is fully utilised and any contact demand is effectively covered

• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight

• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies, Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.

• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

• Deliver cost efficiencies and increased in Customer Satisfaction Scores.

• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

• Ensure that the Hollywood brand and image is promoted through customer service excellence.

• Analysing the Competitors on a monthly basis and providing feedback to Executive Management in forms of reports.

• Engaging with IT and Dev Support teams to ensure the volumes and systems within the Contact Centre is managed and assessed according to volumes.

• Assessment of training needs and conducting of a detailed Gap analysis on a quarterly basis, engaging with Head of Training to ensure the IDP’s are rolled out across Contact Centre

• Preparation of detail reports such as Board Reports and Monthly iBranch reports to the Executive Team.

• Adequate risk management working closely with Risk Management Team/s to implement strategies to mitigate identified areas in real time

Other

• Oversee Monthly iBranch management reporting, trend analysis reporting, workforce management, resource management reporting and quarterly Board reports.

• Work closely with other iBranch functions such as Mobile, Digital Marketing, Social Media team in order to understand the dependencies that exist between departments.

• Any other ad hoc duties that might be required.

What You’ll Bring to The Team:

• Must have strong communication and people management skills.

• Excellent report writing and presentation skills

• Excellent Project Management skills

• Must have excellent Relationship Management

• Must have good business Acumen

• Must be able to think on a strategic level

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful. 

Customer Success Manager

Job Description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Customer Success Manager. Do you think you have what it takes to be our newest Purple Star?

The Customer Success Manager will play a pivotal role in bridging the gap between our customers and our brand. You will have a customer first mindset and will immerse yourself in understanding our customers and what makes them tick. You will collaborate with marketing, product, contact center, customer support, BI, BA and other Teams to develop and map out our customer journeys ensuring we provide the best possible customer experience.

You will work with Teams across the business to create and implement strategies that drive the acquisition of new customers, retention of existing customers and reduce churn of customers. These strategies will ensure that we increase customer satisfaction rates and drive customer loyalty. You will create strategies that create the opportunity for cross-sells and up-sells across all product categories.

You will have an in-depth knowledge and understanding of our customer base, their needs and their behaviours. You will be able to provide strategic insights to multiple Teams across the business to improve current communication, product offerings and marketing strategies. You will play an active role in the development of positioning and messaging ensuring that it resonates with customers, ultimately driving results.

You are obsessed with tracking performance and actively use data to track all activities, to review what is working, what isn’t and to ensure efficient optimisations are implemented timeously. You will continuously review processes, reporting and use of data and will implement effective changes and automation to ensure our customer experience is meaningful, engaging, efficient, and effective and that business targets and objectives are met.

You will have the ability to work in an extremely faced paced environment, you will be able to operate under pressure and will be able to balance creativity and logic when making decisions and creating strategies. You will have the ability to communicate easily and influence a broad range of stakeholders

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.

You Bring:

• Valid Driver’s License.

• Valid Degree/ Diploma.

• Minimum of 5 Years’ experience in Performance Marketing, Brand Management, Communication. and Advertising Administrative Management experience.

• Minimum of 5 Years Management experience.

• Minimum of 3 Years CRM, Customer Experience.

A Bonus To Have:

• Matric.

What You’ll Do for The Brand:

Strategic Planning & Implementation:

• Understand and document our customer centric process and journey and create and implement strategies that drive customer acquisition, retention and reactivation.

• Be the expert on our customers, who are they, how, when and why they make the decisions they do, any barriers to buying and build strong relationships with them by gathering customer feedback in real time and use this to improve overall customer experience.

• Identify key triggers that will improve acquisition, retention and communication strategies.

• Champion opportunities to consistently improve the Hollywoodbets customer experience and be the voice of the customer.

• Drive customer retention, reduce churn, and increase customer satisfaction, loyalty and advocacy.

• Guide Team in effective client issues resolution and handle any escalations.

• Develop listening points in the customer journey,

• Work with marketing managers and marketing analysts to clearly define segmentation of customer base and varying targeted strategies and identify opportunities for continuous improvement.

• Test new strategies for driving customer value and continuously optimise these.

People:

• Ability to project manage a broad variety of projects with a diverse Team of people.

• Responsible for setting direction, conducting performance reviews and conducting the day to day people management functions of project Teams.

• Excellent people and management skills to interact with Team, colleagues, cross-functional teams and third parties. Team player!

• Build long term relationships with Team Members, customers, regulatory bodies and other stakeholders

• Excellent project management, organizational and time management skills

• Work closely with other managers to optimise workflows, resolve challenges, and present solutions.

• Provide ongoing training to ensure your Team consistently performs above standard

• Excellent leadership, communication, and decision-making

Business Development:

• Use strong analytical abilities to evaluate end-to-end customer experiences and journeys across multiple channels as well as customer touch points.

• Ensure a thorough understanding of our customers and products and be obsessive about how we communicate with our stakeholders.

• Conduct a situation analysis of our current marketing activities and make recommendations for improved outcomes and efficiencies.

• Consistently identify revenue opportunities within our established customer base and manage consistent growth by effectively targeting new audiences.

• Identify competitors and evaluate their strategies and positioning and devise counter-strategies.

Analytics & Reporting:

• Understand key performance metrics, automation and make use of analytics tools to provide in-depth research, forecasts, competitive analyses, campaign results, and customer trends & insights in order to translate results into actionable insights for Teams across the business.

• Exceptional ROI-tracking skills, able to prove what is –or isn’t—working and providing recommendations and adapting plans to improve performance.

• Weekly, monthly, quarterly and annual reporting.

• Ongoing review of analytics to provide insights and optimise strategies and plans.

Other:

• Other ad hoc duties that might be required

What You’ll Bring To The Team:

• Must be able to plan effectively and efficiently in order to meet deadlines.

• Solve problems and issues in a timely and effective manner.

• Strong financial and business acumen.

• Must be a strategic thinker

• Must be very strong in Reporting and high attention to detail.

• Strong communication skills and relationship management.

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.

Click here to apply

All the best with your applications.