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 are looking for an Account and Relationship Management (ARM) Executive to join the team and be responsible for the management of potential high value customers in the DACH region!
You will provide excellent customer service to those accounts as well as already hosted ARM Accounts, and build a relationship with potential high value customers. It will be your target to explore and develop these customers and turn them into hosted ARM accounts.
So, what will the role involve?
- Identify potential High Value players using daily reports and act, where appropriate, to deliver said players to Account Managed levels
- Conduct proactive responsible gaming and AML interactions where appropriate and closely adhere to 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 Responsible Gambling standards
- Lead bonus cost for personal player base: Highlight potential bonus abusers; Ensure bonus % within company budget at player level; Reward those considered to be under bonused
- Provide an outstanding service for all inbound queries received via email, chat, telephone plus other channels if needed
- Identify key triggers to sell site promos and level rewards to increase player engagement and market share
- Comprehensive knowledge of brand, site, promos and rewards ensuring all player queries are taken care of at the highest possible level and resolved in a timely and satisfactory manner
What are we looking for?
- Previous customer service experience (in the gaming industry is an advantage)
- Interest in Sports betting and Casino
- Willingness to work in shifts
- Basic MS Office skills including Excel
- Attention to detail and an analytical mind-set
- German at native speaker level, fluent in English
