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.
 
This role would require the successful candidate to be fluent in Spanish, Portuguese as well as English. 
 

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.
  • 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 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.