Latest Vacancies at Hollywoodbets

You Bring:

• Relevant Degree/Diploma
• Valid drivers License and own vehicle
• A good understanding of Marketing, Data Analytics, E Commerce

What You’ll Do for The Brand:

• The role may include but is not limited to:

Responsibilities:

Strategic Planning & Implementation:

• Work closely with the marketing and Leadership Teams to provide analytical support and review the effectiveness and performance of new and existing marketing activities; including but not limited to Ad campaigns, PR and Comms, Promotions, Sponsorships, Events, Ambassador Programmes, Affiliate Programmes etc.
• Own Marketing KPI & ROI reports and spend time with marketing stakeholders ensuring these reports meet the Teams’ evolving data needs, and that they are used to inform changes to plans and strategies improving performance and delivery.
• Measure, report and analyse customer behaviour and marketing campaign results across products, platforms and other performance segments.
• Be an expert in customer data and help identify and fill data gaps using internal resources and external agencies (if required).
• Collaborate with other business teams, (e.g., Mobile, Product, CRM) to understand the impact of analysis across multiple areas of the business.
• Perform valid and reliable market research analysis and utilise online market research, and catalog findings to databases
• Devise and evaluate methods for collecting both primary and secondary data (Surveys, Questionnaires, Opinion Polls etc.)
• Design specific research projects that aid the business in getting a better understanding of customer’s needs and wants across the product categories that we offer.
• Remain fully informed on market trends, other parties research and implement best practices

Technical Skills and Experience:

• Solid understanding of through-the-line, integrated marketing principles
• Experience in all aspects of traditional and online/digital marketing, handling and analysing large amounts of data to successfully drive conclusions.
• Highly proficient in Excel (Pivot tables specifically)
• Strong Data skills - must be comfortable reporting on large quantities of data to create summaries, develop models, extract insights and provide relevant recommendations.
• Exceptional project management skills, driving multiple initiatives and roll outs to meet tight deadlines.
• Exceptional quantitative, analytical and problem-solving skills with the ability to draw insights and recommendations from analysis and present proposals to internal stakeholders.
• Able to work quickly, able to experiment and amend approach based on data analysis and results.
• Strong understanding of digital media, eCommerce business models

People:

• Excellent people and management skills to interact with staff, colleagues, cross-functional teams and third parties.
• Excellent project management, organizational and time management skills
• Work closely with Marketing Intelligence Manager to optimise workflows, review pipeline, resolve challenges, and present solutions.
• Constant self-improvement to ensure your Team consistently performs above standard
• Excellent leadership, communication, and decision-making skills

Business Development:

• Use strong analytical abilities to evaluate end-to-end customer experiences 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
• Identify competitors and evaluate their strategies and positioning and devise counter-strategies

Analytics & Reporting:

• Understand key marketing performance metrics, automation and make use of analytics tools to provide in-depth market research & definition, forecasts, competitive analyses, campaign results, and customer trends & insights in order to translate results into actionable insights for marketing team and 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

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You Bring:

• 10 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 utilized and any contact demand is effectively covered
• Applying best practice, develop continuous improvement plans and make recommendations based upon the team and customer insight
• Develop plans and offer insight and knowledge to the organization 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
• Any other ad-hoc duties as required by the management team.

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.

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You Bring:

• Experience in food and beverage
• Experience with the O.S system
• Experience with stock management
• Experience with the GAAP System

What you’ll Do For The Branch:

• Ensure uniforms are adhered to and in accordance with the dress code. Ensure that you look presentable to customers as you are the face of the company and need to present a professional image.
• Ensure the service areas is neat and tidy prior to opening. Ensure that the same standard is kept during service times to ensure that the service area is always neat and tidy. Ensure that tables are cleaned before seating customers, before serving meals, during meals and after meals. There should be no empty glasses, beverage containers, excess cutlery/crockery on the tables.
• Ensure the greeting, seating, and thanking guests, always acting in a pro-active and positive manner
• Present menus to punters/customers when you are seating them. Answer questions about menu items, advising on daily specials and make recommendations upon request. Promote the food and beverage offerings.
• Show interest in the customer/punter, pay attention when they speak and maintain eye contact during conversations.
• Communicate in a clear and professional manner and address the customer in a respectful manner.
• Take beverage orders as soon as you have seated the customers/ punter.
• Take food and beverage orders timeously from punters/customers. You will need to ask for beverage orders as soon as a menu is presented and need to request food orders no longer than 5 minutes after seating.
• Write the orders on order slips to ensure the correct order is recorded.
• If required, check customer’s identification to ensure that it meets minimum age requirements for consumption of alcoholic beverages should the customer appear to be under aged.
• After receiving the order, immediately enter the order onto POS (GAAP) to ensure the order is generated and for preparation by kitchen staff.
• Check Presentation of Food prior to serving to ensure that the dish is in line with the order and requests
• Serve food or beverages to customers/punters.
• Check with customers to ensure that they are enjoying their meals and take action to correct any problems.
• Ensure customer/punter complaints are dealt with efficiently. Record all complaints in the compliant logged and communicate all complaints to the supervisor.
• Collect payments from customers either by cash or card. Correctly record the payment. Thank the customer/punter for the tip.
• Follow up on delays on orders from the Bar or Kitchen, advising customers/punters on delays and regularly communicating with them regarding the status of the order.
• Disclose all breakages and wastages.
• Any voids to be authorised by the F&B Supervisor.
• Reconciliation of all sales and cash/credit payments to ensure that all monies are accounted for. Shortages will be dealt with accordingly. Accountable for all the sales recorded under your account during the shift.
• Ensure that all personal food and beverage purchases are signed off by the F&B Supervisor and are checked once received to verify. Ensure that the VIP security gets the signed slip for the purchases before leaving the premises.
• Ensure the service area is clean and tidy in preparation for the next shift.
• Ensure that internal procedures are adhered to.

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You Bring:

• 6 months within the Gaming or Betting industry.

A Bonus To Have:

• Relevant Diploma, Degree or NQF 4 Learnership.
• Valid driver’s license.
• 1-2 Years leadership experience.

What You’ll Do For The Branch:

Branch growth

• To ensure achievement of targets within your areas in accordance with Branch budgets.
• Drive business results by creating an open dialog with your guests to educate them on all your Branch products.
• Ensure betting boards are updated timeously.
• Updating of memos, card changes, results and scratchings which occur throughout the day.
• Be knowledgeable on all game rules, odd and pay-outs.
• Team member must be knowledgeable of confirmation limits and to ensure to call the BSC department before laying a bet over the limit.
• Taking customer bets where applicable (A requirement in express Branches).

Cash administration

• Cash management within the Branch according to defined processes and procedures and minimize risks, theft and fraud.     
• Educate team members on all FICA Compliance.
• Ensure daily banking schedules are submitted to the Branch Manager and Senior Team Leader.
• Ensure adherence to credit card administration and EFT policies where applicable.
• Ensure team member are issued with correct floats at the end of their shift.
• Interim checks must be done within the course of the day with Team Leader on duty.
• Ensure to reconcile by end of shift to the balance which is reflected on the LPM, Admin and HIS report.
• Recovery process must be managed in line with processes and procedures.
• The correct process must be followed with lost ticket claims;
• Ensure the ticket number is received from the Helpline when processing the claim.
• Record the guest’s details and ID number to validate payment after 90 days.

Branch reporting

• Ensure that daily newsflashes provide a high level overview of the operations for the day.
• Manage Branch stock control to ensure that there is sufficient supply (although not over and under).
• Ensure that a stock taking is done weekly and account for stock shortages.
• Team Leaders must send an email notifying the Branch Manager, Senior Team Leader and Cash Management Department of the shortage.

Security management

• Be aware of your surroundings when opening and closing the Branch.
• Ensure all security factors are adhered to when banking is conducted.
• Be aware where all panic buttons are placed within your Branch.
• Ensure all camera’s inside and outside the Branch are all in working order.
• Manage all security aspects in the Branch.
• The cashing up process must be conducted with the Branch doors closed with security monitoring the area.

Branch appearance

• Ensure that the Branch is always neat and tidy according to Hollywood standards.
• Ensure that that facilities are well maintained and in good working condition.
• Comply with all procedures to prevent losses to the organisation, advising your Branch/Senior Team Leader promptly of any problems and malfunction with the terminals, equipment and resources (e.g. TV display of results, Off-line).

Compliance

• Compliance and adherence to company's internal control policy.
• Ensure compliance with company, legislative and legal requirements.
• More specifically, ensure compliance with Gambling Board requirements.
• Compliance to the code of ethics and escalate fraudulent activities.
• Ensure that there is a registered FICA officer on site at all times during operating hours and compliance posters are displayed.
• Ensure a manager with a license must always be on duty before a shift begins to ensure service is provided to guests.
• Ensure all team members are dressed in their correct Hollywood uniform when on duty.
• Credit bets are not allowed to be taken by any team member.
• Team members on duty are not allow to take personal bets within the Branch.
• Team members are not allowed to be behind the terminal counters when off duty.
• Team members on duty are not allowed to utilize the Limited pay-out machine.

Communication

• Ensure all operational communication within the Branch is circulated to all team members.
• Ensure team members are aware of key business campaigns, business updates and marketing campaigns.
• Ensure that the correct lines of communication is followed at all times and that timeous feedback is provided to support office when information is requested.

People management

• Manage team member rosters and schedules and ensure the Branch is adequately staffed taking into account busy periods, events and operational requirements.
• Ensure staff attendance and behaviour is manage with the guidance from Branch Manage and Senior Team Leader.
• Ensure all new take recruitment documentation is submitted timeously to the Human Resources department.

Guest service

• Ensure to provide good guest service by being friendly, helpful, polite and courteous at all times.
• Pro-actively address guest complaints and ensure guest feedback is positive.
• Build strong relationships with regular guests.
• Create a guest centric culture within the Branch and drive the philosophy of “service with a smile” at all times.

Values

• Actively promote the Hollywood values.
• Live the values and lead as an example to the team.
• If the Branch has LPMs, responsible for management thereof.
• If the Branch has F&B facilities, RD facilities, support office teams and training facilities, ensure a close working relationship with these divisions.
• Work closely with the Branch Manager and Senior Team Leader and suggest areas of improvement to ensure that the Branch attracts and retains guests.
• Must be available 24/7 in case of emergencies.