Sports and Entertainment Account Manager

Permanent Position, Hybrid work

Salary: 45K-60K

Responsibilities:

Portfolio Management: Oversee a group of high-value players, ensuring they remain engaged and increase their spending. You’re responsible for scheduling and conducting communications that enhance player retention, growth, and reactivation.

Documentation: Maintain comprehensive records of all communications with your portfolio, including handling sensitive document requests such as ID verification and income checks as required by risk management.

Player Analysis: Regularly assess player activity to identify trends and adjust your contact strategy to capitalize on fluctuations in player behavior.

Competitor Analysis: Continuously evaluate the value propositions offered by competitors to stay ahead in the industry. Utilize experiences and bonuses to retain and expand your player portfolio.

Issue Resolution: Handle escalated cases related to account closures, responsible gaming concerns, event-related queries, and bonus inquiries, even during non-standard working hours.

Product Knowledge: Continuously increase your knowledge about our products and brands. Proactively inform relevant players in your portfolio about new features and products to enhance their experience.

Player Understanding: Gain insights into how our clients behave, both at an individual and portfolio level, and assess the commercial impact.

Promotional Offers: Create personalized promotional offers for VIP customers to enhance their gaming experience.

24/7 Player Experience: Ensure that high-value players enjoy a first-class gaming experience 24/7 on our platforms.

Reporting: Provide accurate inter-departmental reports on contact volumes and anticipate future contact levels to plan the VIP schedule.

Collaboration: Work closely with CRM, Operations, and Product Teams to initiate actions that boost revenue, loyalty, and the lifetime value of VIP players.

Data Management: Build a comprehensive database with VIP player information, including playing habits, personal preferences, background, and demographic details, to facilitate highly customized client interactions.

Performance: Meet department and personal KPIs set by management.

Additional Duties: Undertake any other duties as assigned and required.

Skills and Experience:

Client Portfolio Experience: A minimum of 2+ years of experience in managing client portfolios.

Language Skills: Native English speaker with excellent written and spoken English skills.

Education: Possession of a Bachelor’s/College Degree is an advantage.

Soft Skills: Display active listening, empathy, and common sense. Demonstrate influencing skills that balance a personal touch with professionalism to build trust and collaboration with others.

Flexibility: Willingness to work in different shifts.

Self-Motivation: Be self-driven, reliable, and able to work independently.

Business Development: Approach the role with a sales and business development mindset to expand and grow the value of your accounts.

Cultural Fit: Align with the company’s culture, demonstrating qualities such as initiative, transparency, integrity, accountability, and a results-focused attitude.

Proactivity: Exhibit a proactive and ‘can do’ approach with a positive attitude and a desire to assist customers.

Technical Proficiency: Proficiency in MS Office tools like Word, Excel, and PowerPoint is beneficial.

#ONDT

Contract Info / Information sur le contrat
  • Job ID / No. du Poste: 33883
  • Open Positions / Postes Ouverts: 1
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