8 jobs in The Good Human (Pty)Ltd

COPYWRITER

Purpose
Creates clear, compelling messaging that drives action across all campaigns and
channels.
What You’ll Do
• Write campaign copy across digital, retail and brand
• Develop messaging frameworks and tone
• Work closely with Creative and Campaign teams
• Optimise messaging based on performance
• Ensure consistency across all touchpoints

KPIs
• Conversion rates
• Message clarity and effectiveness
• Campaign performance impact

What Good Looks Like
• Simple, clear and persuasive messaging
• Copy that drives action
• Consistent brand voice

Why This Role Matters
Messaging is what converts attention into action. This role ensures we
communicate clearly, stand out, and don’t lose customers through weak or generic
copy.

Brand Personality Fit
• Direct and punchy
• No jargon or filler
• Speaks like a real person

EVENTS MANGER

Purpose
Delivers retail activations and events that drive engagement, footfall and real-world
brand presence.

What You’ll Do
• Plan and execute retail events and activations
• Manage branch-level campaigns and experiences
• Coordinate suppliers, venues and logistics
• Work with Campaign and Brand teams
• Ensure high-quality on-ground execution

KPIs
• Event engagement and attendance
• Retail footfall impact
• Execution quality

What Good Looks Like
• Smooth, well-run events
• Strong customer engagement
• Clear link between events and activity

Why This Role Matters
Retail and events bring the brand to life. This role ensures we don’t just exist
digitally but show up physically where customers are.

Brand Personality Fit
• Hands-on and practical
• Execution-focused
• High energy and organise

Job Title

Call Centre Manager – Online Casino & Sportsbook

Department

Call Centre

Location

Wynberg, Sandton (Office based role)

Role Purpose

The Call Centre Manager is responsible for leading, optimizing, and governing all customer contact operations within an online casino and sportsbook environment. This includes service delivery excellence, regulatory and responsible gambling compliance, people leadership, performance management, and the adoption of new technologies—including AI?driven customer support solutions—to enhance customer experience and operational efficiency.

Key Responsibilities

1. Call Centre Leadership & Operations

• Own day?to?day operations across all customer contact channels: telephone, webchat, email, WhatsApp, and CRM ticketing systems.
• Manage high?volume, 24/7 contact Centre operations aligned to peak betting periods and live sporting events.
• Develop and manage efficient shift rosters, workforce planning, and capacity forecasting.
• Ensure service continuity, responsiveness, and operational resilience during promotions, events, and incidents.
• Act as the escalation point for critical customer issues and operational incidents.

1. Customer Experience & Service Quality

• Deliver a best?in?class customer experience aligned to brand and player lifecycle expectations.
• Define, implement, and manage SLAs and service quality benchmarks.
• Continuously improving service outcomes using customer feedback, QA insights, complaints analysis, and performance data.
• Oversee handling of escalated complaints, VIP interactions, and regulator?sensitive customer matters.
• Balance efficiency and empathy in all customer interactions.

1. Regulatory Compliance & Responsible Gambling

• Ensure full compliance with:
  • National Gambling Act and Provincial Gambling Board requirements
  • FICA / AML / KYC obligations
  • Responsible Gambling frameworks and player protection rules
  • POPIA and data protection legislation
• Embed Responsible Gambling processes across all channels, including self?exclusion, affordability checks, and loss limits.
• Ensure agents can detect, escalate, and handle vulnerable player interactions appropriately.
• Maintain audit?ready records and support internal and regulatory reviews.

1. People Management & Performance

• Recruit, onboard, coach, and manage Team Leaders and Call Centre Agents.
• Set clear KPIs aligned to service quality, compliance, and operational performance.
• Conduct regular performance reviews, coaching sessions, and improvement plans.
• Manage attendance, attrition, morale, and engagement in a high?pressure environment.
• Build a strong, compliant, customer?centric service culture.

1. Quality Assurance & Training

• Own the Quality Assurance framework, including call monitoring, scoring, and feedback mechanisms.
• Ensure all interactions meet regulatory, responsible gambling, and brand standards.
• Partner with Learning & Development to deliver:
  • Onboarding and refresher training
  • Product, promotions, and rules updates
  • Fraud awareness and responsible gambling training
• Drive continuous skills development, including de?escalation, empathy, and VIP handling.

1. Technology, Innovation & Digital Enablement

• Remain up to date with emerging contact Centre technologies and CX trends, particularly within iGaming and regulated environments.
• Act as the business owner for Call Centre systems (telephony, CRM, ticketing, QA tools).
• Identify opportunities to improve efficiency, customer experience, and compliance through technology.
• Collaborate with IT, Data, Product, and Compliance teams to assess and implement new solutions.
• Drive digital transformation and innovation within Customer Operations.

1. AI, Automation & Webchat Ownership

• Lead the introduction, implementation, and optimization of AI?driven customer support solutions, including:
  • AI webchat and chatbots
  • Automated FAQs and self?service journeys
  • Knowledge base optimization
• Define appropriate AI use cases vs human agent interaction.
• Ensure AI solutions:
  • Improve response times and First Contact Resolution
  • Comply with gambling regulations, POPIA, and responsible gambling requirements
  • Escalate complex, vulnerable, or regulatory?sensitive interactions to human agents
• Monitor AI performance metrics such as containment rate, accuracy, customer satisfaction, and escalation quality.
• Ensure AI interactions reflect brand tone, empathy, and ethical standards.

1. AI Governance, Risk & Controls

• Work with Compliance and Risk teams to approve AI conversation flows, scripts, and logic.
• Embed responsible gambling safeguards into all AI?driven interactions.
• Ensure full auditability, reporting, and traceability of AI conversations.
• Update policies, SOPs, and training materials to reflect AI usage within customer operations.

1. Reporting, Analytics & Continuous Improvement

• Track and report on operational performance, including AHT, FCR, CSAT, complaints, and SLA adherence.
• Use data and trends to optimize staffing, scripts, workflows, and self?service journeys.
• Provide clear, actionable reports and insights to senior management.
• Drive continuous improvement initiatives across people, process, and technology.

Key Performance Indicators (KPIs)

• SLA adherence (ASA, AHT, FCR)
• Customer Satisfaction (CSAT / NPS)
• Complaint resolution and escalation accuracy
• Responsible Gambling compliance outcomes
• Staff productivity, retention, and engagement
• AI/webchat performance and containment rates
• Audit and regulatory outcomes

Required Experience & Qualifications

Essential

• 5+ years contact Centre experience
• 2–3 years in a Call Centre or Customer Operations management role
• Experience in online casino, sportsbook, iGaming, or similarly regulated environments
• Proven experience managing 24/7, high?volume operations

Desirable

• Experience implementing AI chatbots or automation in a contact Centre
• Exposure to fraud prevention and VIP customer handling
• Contact Centre or Leadership certification

Skills & Competencies

• Strong people leadership and performance management skills
• Data?driven, analytical decision?making
• High emotional intelligence and customer empathy
• Strong compliance and risk awareness
• Excellent communication and stakeholder management
• Change management and innovation mindset

Behavioral Attributes

• Calm under pressure, especially during live sporting events
• Ethical, responsible, and customer?protective
• Detail?oriented and accountability?driven
• Proactive and solutions?focused

Working Conditions

• Shift?based environment, including weekends and public holidays
• On?call availability during major sporting events or incidents

The Motion Designer is responsible for bringing the company's brand to life through high - impact motion content, platform - native video execution and visually engaging digital creative.
This role sits at the centre of modern content production and will play a major part in shaping how campaigns show up across social media, digital platforms, retail screens, paid media and live promotional environments.
We are looking for someone who understands speed, culture, attention and performance — not just animation. The ideal candidate can create visually strong motion content quickly, adapt campaign worlds across formats, and execute content that feels native to the platforms people actually consume content on.
This role requires both strong creative execution and operational efficiency. You should be comfortable working across multiple campaigns and content formats while maintaining strong creative judgement and attention to detail.

Key Responsibilities
• Create motion graphics, animations and video content across digital, social, retail and brand campaigns.
• Adapt and version campaign creative across multiple formats, sizes and platforms.
• Produce platform - native video content optimized for social and paid media performance.
• Edit video content for campaigns, promotions, reactive content and brand storytelling.
• Work closely with Creative Leads, Designers, Copywriters and Campaign teams on campaign rollout.
• Bring campaign concepts and creative worlds to life through motion execution.
• Create content for retail screens, social platforms, app placements and digital advertising.
• Ensure fast - turnaround delivery without compromising quality and consistency.
• Contribute ideas, references and creative thinking , not just execution.
• Maintain organised project files, templates and scalable production workflows
• Stay plugged into motion trends, editing styles, platform behaviour and the kind of content people actually engage with.
• Assist in improving internal content production processes and efficiencies.

Day-to-Day Expectations
• Produce high volumes of motion and digital content weekly
• Manage multiple fast - moving projects simultaneously
• Work collaboratively across Creative, Campaign and Marketing teams
• Execute content quickly while maintaining strong visual standards
• Adapt campaigns into multiple assets and versions for different platforms
• Be proactive in suggesting motion treatments, transitions, storytelling approaches and content improvements
• Stay highly aware of social content trends and evolving platform behaviour
• Take ownership of production timelines and delivery expectations

Required Skills & Experience
• 4– 6+ years experience in motion design, multimedia design or content production environments
• Strong portfolio showcasing motion graphics, animation, social content and video editing
• Advanced Adobe After Effects skills
• Strong Premiere Pro editing capability
• Strong understanding of digital, social and platform - native content formats
• Comfortable managing multiple campaigns, deliverables and evolving creative requirements.
• Strong typography, composition and visual storytelling skills
• Experience adapting campaigns across multiple channels and formats
• Understanding of content pacing, audience attention and social - first creative principles
• Strong organisational and file management skills
• Ability to collaborate effectively within fast - paced creative teams

Bonus / Nice to Have Experience
• Experience with 3D motion or Cinema 4D
• Experience shooting and editing content for social platforms
• Understanding of performance creative and paid media optimisation
• Experience working within challenger or culturally driven brands
• Knowledge of AI - assisted creative production workflows

Role Overview

A leading igaming and betting company is seeking a commercially focused, hands-on BI, Analytics & Data Insights Manager to lead the business intelligence, management information, reporting, and analytics capability across the organization.

This is not a pure enterprise architecture or theoretical governance role. The business already has technical architecture capability in place. The focus of this role is on transforming operational, customer, betting, gaming, financial, and marketing data into meaningful commercial insights that support faster, smarter business decision-making.

The successful candidate must be able to operate both strategically and operationally — engaging with leadership on business performance while also remaining close enough to the data, reporting environment, dashboards, and analytics outputs to ensure accuracy, usability, and commercial value.

This role is ideally suited to someone from an iGaming, sportsbook, online betting, fintech, payments, digital product, telecoms, or other high-volume transactional environments where real-time reporting, operational analytics, and customer behaviour insights are business critical.

Key Focus Areas

Business Intelligence & Reporting

• Own and drive the BI and analytics capability across the business

• Lead the development of operational, commercial, customer, financial, and executive dashboards

• Ensure accurate, trusted, and actionable reporting across all departments

• Deliver meaningful MI (Management Information) that supports strategic and operational decision-making

• Improve visibility of business performance through self-service reporting and analytics

• Standardise KPIs, reporting definitions, and dashboard structures across the organisation

Commercial & Operational Analytics

Drive analytics and reporting across areas including:

• Sportsbook and casino performance

• Customer acquisition, retention, churn, and player behaviour

• CRM and campaign performance analytics

• Revenue, GGR, NGR, bonus spend, and promotional effectiveness

• Deposits, withdrawals, settlements, and payment trends

• Operational and contact centre performance

• Workforce and productivity reporting

• Risk, fraud, AML, and responsible gambling indicators

The role requires someone who can identify trends, risks, opportunities, and operational inefficiencies through data analysis and translate these into commercially valuable insights.

Dashboarding, Visualisation & Data Storytelling

• Design and oversee intuitive, executive-level dashboards and reporting environments

• Ensure reporting is visually clear, commercially relevant, and user-friendly

• Translate complex datasets into simplified business insights for non-technical stakeholders

• Drive dashboard adoption across leadership and operational teams

• Ensure near real-time visibility where operationally required

Data Integrity & Reporting Accuracy

• Ensure consistency and integrity of reporting across betting, operational, finance, and CRM environments

• Work closely with Finance and Operations to reconcile and validate key business metrics

• Improve data quality, reporting reliability, and reporting governance

• Support audit and compliance reporting requirements where needed

• Identify reporting gaps and continuously improve analytics capability

Stakeholder Engagement

Partner closely with:

• Executive leadership

• Operations

• Finance

• Marketing & CRM

• Customer Support

• Compliance & Risk

• Technology teams

The successful candidate must be commercially confident, highly collaborative, and capable of influencing business decisions through data-driven insights.

Technical Environment

Strong experience in several of the following is highly preferred:

• Power BI

• SQL

• Excel / Advanced Excel

• Data visualisation and dashboarding tools

• Data warehousing / reporting environments

• CRM and campaign analytics

• Operational reporting environments

• High-volume transactional databases

• Near real-time reporting

• Data modelling and KPI frameworks

Exposure to cloud analytics environments, customer data platforms, and iGaming reporting ecosystems would be advantageous.

Required Experience

Essential

• 6+ years’ experience in BI, data analytics, reporting, or commercial insights roles

• 3+ years in a senior BI or analytics management role

• Experience within high-volume transactional environments

• Strong hands-on dashboarding and reporting capability

• Strong commercial analytics and business performance reporting experience

• Advanced SQL and BI reporting exposure

• Experience working with operational, financial, customer, or digital performance data

Highly Advantageous

• iGaming, sportsbook, online betting, fintech, telecoms, or payments industry experience

• Experience analysing customer/player behaviour and transactional data

• Exposure to fraud, AML, responsible gambling, or risk analytics

• Experience building reporting functions or BI capability within growing businesses

Personality & Working Style

The company is looking for someone who is:

• Commercially sharp and analytically strong

• Strategic but still hands-on

• Naturally curious and insight-driven

• Strong with detail and reporting accuracy

• Calm in fast-paced operational environments

• Able to communicate confidently with executives and operational teams alike

• Passionate about using data to improve performance, efficiency, and customer experience

Why This Role Is Exciting

This is an opportunity to build and shape the BI and analytics capability within a rapidly growing digital gaming environment where data directly influences customer engagement, operational performance, revenue growth, and strategic decision-making.

The role offers strong visibility across the business and the opportunity to partner directly with leadership in driving a truly data-informed culture.

Key Responsibilities

• Create high-quality graphics, banners, and animations for digital advertising campaigns (Google Display, Meta, programmatic ads)

• Design promotional materials for Playa Bets' website, mobile app, and email campaigns

• Develop engaging social media visuals (static and motion graphics)

• Create visually appealing casino game tiles and artwork to enhance the gaming experience

• Design affiliate marketing artwork, banners, and other digital design assets to support partner promotions

• Maintain brand consistency across all platforms by following Playa Bets' brand guidelines

• Assist in refining and evolving the visual identity of the brand

• Work closely with the marketing team to conceptualize and execute creative assets for promotions and special events

• Support CRM and social media teams with visually appealing content for player engagement campaigns

• Design posters, flyers, in-store signage, and other offline marketing materials

• Design casino game tiles and related artwork for promotional and in-platform use

• Create engaging affiliate marketing banners and promotional assets that align with partner requirements

• Create animated GIFs, short promotional videos, and motion graphics for social media and in-app promotions

• Ensure all assets are optimized for various digital platforms and file formats

• Maintain an organized design file structure

Key Responsibilities

• Manage the casino portfolio, including selection and maintenance of casino games

• Coordinate game releases with providers and content teams

• Monitor and analyze game performance, customer behavior, and market trends

• Ensure platform user-friendliness across desktop and mobile

• Plan and execute promotions, bonuses, tournaments, and events

• Develop player segmentation strategies for targeted marketing

• Analyze campaign effectiveness and adjust strategies accordingly

• Implement customer acquisition strategies with marketing teams

• Develop retention and loyalty strategies, including VIP management

• Collaborate with CRM team for player communications

• Monitor KPIs such as player activity, revenue, churn, and ROI

• Prepare detailed performance reports for management

• Ensure compliance with gambling regulations

• Implement responsible gambling initiatives and monitor security risks

• Maintain relationships with game providers and address technical issues

• Work with cross-functional teams for smooth operations