Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
19 (PartyCasino)
About The Role
As an Account Relationship Manager (ARM) for the Party business, you will develop strong long-term relationships with our most engaged Casino players.

You will have relationship responsibility for a defined group of casino players, that will involve increasing engagement and retention rates.

You will ensure that we offer your players great experiences and you will anticipate their needs and communicate in a way that ensures that our duty of care to safer gambling is a natural part of their playing experience.

You will be an expert communicator, who thrives on solving problems for players as well as exciting them about things that we do (new content, events, unique offers), whilst ensuring that the player always has a safe & responsible gaming experience.

 

What you'll be doing (in a nutshell)
  • Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviours, interests, likes and dislikes, in order to offer an industry leading customer experience tailored to the needs of the individual.
  • Ensure that Entain safer gambling policies are clearly understood, communicated and part of all our interactions with players.
  • Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts and escalations including out of office hours when necessary.
  • Establish and maintain a comprehensive list of player contacts and up to date information on players.
  • Thorough understanding of existing products, services and initiatives while proactively communicating new game offerings, channels and platforms.
  • Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively.
  • Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy.
  • Be familiar with Responsible Gaming tools and Party policies and constantly upskill in terms of additions or changes.
  • Monitor individual customer betting behaviour and ensure that bonuses, gifts and hospitality invitations are proportionate, in line with the customer’s normalised spending patterns and must not encourage increased loss.
  • You will work within our customer contacts to find out why players have stopped playing and ensure that the business understands what it needs to do to re-engage with those players.
  •  Utilize daily reporting and analysis to assist with making sound business decisions.
  • You will operate with the highest levels of integrity and honesty, whilst ensuring that all players have a safe & enjoyable experience.

What we need from you:

  • 1 to 3 years’ experience in online gaming, customer service, VIP support or other account management experience.
  • Fluent English, mandatory 2nd language (French/Portuguese/Italian preferred).
  • Detail oriented with effective time management skills and the ability to produce results while working under pressure.
  • The ability to work independently, offer top tier customer service and identify critical points in the customer journey. And how we improve them for our most engaged players.
  • Analytically curious with the ability to think outside the box to resolve issues quickly and effectively.

 


About The Company

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world 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.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.
 

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.