min. 30000
Vacancy Type:
03 (Bwin)
About The Role

Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.


The role in a nutshell:

As a VIP Associate, you will be responsible for the management of potential high value customers in the DACH region. You will be working towards providing excellent customer service to those accounts, as well building a relationship with them. It will be your target to explore and develop these customers and turn them into VIP accounts.

What you'll be doing:
  • Player account management strategy: planning, delivery and optimisation of the high value customer strategy for sports
  • High focus on potential VIP customers: understand, target and develop relationships with potential high value players with daily analysis of the new depositing players.
  • Creating VIP tailored promotional offers dedicated to our best   customers. Analysing, optimising and reporting campaigns performance including opt in rate, bonus pressure and frequency for each promotion and campaign.
  • Outbound calls including new member welcomes, investigation, loyalty, sales, surveys and the reactivation of VIP players.
  • Consistently monitor product issues, listen to the player’s feedback for ideas.
  • Collaborating closely with the CRM, Operations and Product Teams to initiate actions which will   generate and increase the revenue, loyalty and life time value of the VIP players.
  • Build a comprehensive database for VIP player information (playing habits, personal desires, background and demographic info) and use this   information to create highly customized client interactions.
  • Work with Marketing Team in order to understand which acquisition channels are bringing high value players and suggest more solutions in order to increase VIP acquisition
  • Identify potential issues with high net worth customers and flag them with relevant stakeholders
  • Work closely with payment, security and verification teams to ensure a smooth experience
  • Being the first contact point for resolving player issues and work with CRM, product and technical teams to solve
  • Utilise propensity and segmentation model to determine your individual player targets and communication priority
  • Ensuring compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
What we need from you:
  • At least 1 years’ experience of handling customers contact and resolving queries (in the gaming industry is an advantage)
  • Interest in Sports betting (preferred)
  • Willingness to work in shifts (Mo-So, 8-22)
  • Basic MS Office skills (Excel mandatory)
  • Self- starter, taking initiatives
  • Attention to detail and an analytical mind-set.
  • German at native speaker level, fluent in English
About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the gambling space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.