Engagement and Retention Lead at KingMakers

Full-Time Jobs

Kingmakers

We are KingMakers, a customer-centric tech startup, dedicated to creating innovative products that entertain our customers and keep them engaged both online and through our agency operations. 

Since the successful launch of our first product, BetKing, in 2018, we have continued our momentum and will soon be introducing our newest offering, SuperSportBet, in South Africa. In partnership with the Multichoice Group and SuperSport, SuperSportBet enhances the passion that sports fans have for the game with a world-class sports betting and casino experience. 

As our Kingdom expands, we proudly stand as the leading Sports and Digital Entertainment platform in Africa, and we are still actively hiring an exceptional team of Creators and Innovators across Africa, the United Kingdom, Europe, and the Middle East. 

There has never been a better time to join our Kingdom than today! 

Role Overview: 

Our Engagement and Retention Lead would develop and implement strategies to drive Agent and Customer engagement, loyalty, and retention within the retail channels. Design, Implement and Monitor programs to increase Agent activity and Customer activity in shops. 

What You Will Be Doing:  

  • Develop and implement engagement and retention strategies for the Agency Network, including customer loyalty programs, promotions, and campaigns, to increase Agent retention and overall customer lifetime value. 
  • Analyse Agent data and insights to identify trends, patterns, and opportunities for engagement and retention optimization. 
  • Collaborate with cross-functional teams to design and execute targeted marketing campaigns, offers, and promotions to drive Agent engagement and retention within the retail channels. 
  • Monitor and analyze Agent feedback, reviews, and complaints to identify areas for improvement in the retail customer experience and provide recommendations for action. 
  • Create and deliver Agent communications, including newsletters, emails, and other customer touchpoints, to drive engagement and retention. 
  • Conduct customer segmentation and profiling to identify high-value customer segments and develop tailored engagement and retention strategies for each segment. 
  • Monitor and report on key performance indicators (KPIs) related to customer engagement, loyalty, and retention, and provide recommendations for improvement. 
  • Stay updated with industry trends, best practices, and emerging technologies in customer engagement and retention in the retail and sports betting industry. 
  • Collaborate with the customer support team to address customer inquiries, resolve issues, and provide exceptional customer service to enhance customer satisfaction and loyalty. 
  • Support operations teams in implementing Agent-centric initiatives, such as loyalty programs, personalized offers, and VIP programs, to drive engagement and retention. 
  • Collaborate with marketing and data teams to conduct post-campaign analysis and evaluate the effectiveness of engagement and retention initiatives, providing recommendations for optimization. 

What You Need for This Role:  

  • Bachelor’s degree in marketing, business, or a related field. 
  • Minimum of 4 years proven experience in customer engagement and retention, preferably in the retail or sports betting/gaming industry. 
  • Strong understanding of customer behaviour, marketing principles, and retail operations. 
  • Proficient in using customer relationship management (CRM) tools, email marketing platforms, and other engagement and retention tools. 
  • Strong analytical skills with the ability to analyze customer data, insights, and feedback to inform strategies and initiatives. 

How you do it – Expectations for fulfilling your role:  

As a general rule at KingMakers we want people to be: 

  • Customer Focus: We keep the customer at the center of everything we do.  
  • Passion & Dedication: We are passionate about what we do, employing only smart, honest, dedicated, and results oriented team players.  
  • Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person.  
  • Innovation & Big Thinking: We always look for ways to innovate whilst not losing sight of what’s important. The bigger we think, the more we inspire, the better the outcome.   
  • Ownership & Accountability: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less. 
  • Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing, there is no progress, we can always change direction but only if we start moving. Fast beats slow.  
  • Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small.  
  • Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes.

Beyond our great company benefits and competitive salaries, we recognize that to grow sustainably and thrive positively we need to engage the right talent because our people are a merit to our success. We have an inclusive culture where everyone can thrive and where everybody has a seat at the table.

So, what are you waiting for? Click apply and join our Kingdom today!

To apply for this job please visit www.kingmakers.com.