Gibraltar, Manila, Vienna, London, St Pauls
Vacancy Type:
Permanent
Brand:
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.
 
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creatingthe most exciting and trusted experience for our customers, revolutionising the gambling space as we go.We're home to a global family of more than 25 well-known brands, and with a focus on sustainability andgrowth, we will transform our sector for our players, for ourselves and for the good of entertainment.The ARM Account Executive is responsible for managing customer accounts and queries within the Hostedlevels of the High Value program. With a focus on relationship building, you and your team will beresponsible for a portfolio of High Value player accounts.Reporting to the ARM Team Lead you will be responsible for analysing your base and accountable for allmajor KPI’s for your group of players. You will be expected to make and receive regular and frequentcontact with individual players using all available contact methods. You’ll be resilient and someone whothrives on selling, negotiating, and working towards achieving set targets.You’ll be service driven and know what’s best for the customer while remaining commercially aware of thebusiness needs and licensing regulatory requirements.
 
Key responsibilities :
• Identify potential High Value players using daily reports and act, where appropriate to deliver saidplayers to Account Managed levels.
• Conduct proactive responsible gaming and AML interactions where appropriate and strictly adhereto our policies in these areas at all time
• Hit and exceed daily/weekly targets and KPI
• Maintain a level of commercial awareness whilst ensuring the company meets all ResponsibleGambling standards
• Manage bonus cost for personal player base:o Highlight potential bonus abuserso Ensure bonus % within company budget at player levelo Reward those considered to be under bonused
• Provide an unrivalled service for all inbound queries received via email, chat, telephone plus otherchannels if needed.
• Provide feedback to the product and marketing teams to ensure we remain competitive within themarket.
• Identify key triggers to sell site promos and level rewards to increase player engagement andmarket share.
• Conduct Hospitality checks for all players attending hosted events.
• Attend and host events, representing the company in the highest possible regard, ensuring playersatisfaction and post event follow up to realise ROI.
• Comprehensive knowledge of brand, site, promos and rewards ensuring all player queries aredealt with at the highest possible level and resolved in a timely and satisfactory manner.
• Report on closed accounts and use available tools to reactivate where possible 
• Identify mid-level players and corresponding triggers to deliver them to the next level.
• Use daily reports to create and execute a daily plan with a clear agenda and target focussed KPIs
• Identify gaps and predict player performance to meet monthly targets. Plan and react when runrates indicate an end of month short fall.
 
Specialist skills and experience :
Demonstrate previous high level customer service experience.
• Have a high interest and good all-round knowledge of online Gaming with previous experience in agaming environment a plus.
• Demonstrate an understanding of business KPIs and an ability to work towards targets.
• A keen interest in people and consumer habits.
• The ability to work on a shift basis with unsociable hours including evenings and weekends,including foreign travel if needed occasionally
• Communicate in a clear, engaging and professional manner
• Manage your own time effectively, plan ahead and adopt a methodical approach to your work
 
 
 

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.