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VIP Account Manager

EntainToronto
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Mandatory Requirements:1-3 years of experience managing VIPs in an online gaming or similar customer-oriented environment, with a proven track record of handling high-value accounts. Candidates from other sectors with a commercial background are also encouraged to apply. Native English proficiency. Demonstrated expertise in customer revenue analysis and reporting. Exceptional personal relationship management abilities. Capability to operate independently, knowing when to escalate issues and when to make decisions autonomously. A strong interest and comprehensive knowledge of licensed online gaming, including sports and casino sectors. Excellent verbal and written communication skills in a professional manner. Experience in hosting VIP events is preferred.

About the job

 

As a VIP Account Manager at Entain, you will play a pivotal role in cultivating personalized relationships with our esteemed clients who have successfully met our sustainability and responsible gaming criteria. Your primary objective is to ensure that these customers feel at ease discussing any matters with you, including responsible gaming practices, bonuses, revenue concerns, and the sources of their funds.

This role offers a comprehensive service experience for our VIP customers, encompassing everything from issue resolution to bonus management, relationship building, and hospitality oversight. As the principal point of contact between the business and our VIP clientele, you will blend social responsibility with the principles of responsible gaming, adhere to our Code of Conduct, and strive for revenue growth by optimizing the players' share of gambling expenditure compared to competitors.

Building strong relationships will involve communication through various channels such as telephone, email, and chat, as well as face-to-face interactions at events and personal meetings. You will also serve as the primary escalation point for any issues impacting your portfolio of customers.

Key Responsibilities:

  • Foster proactive and customized relationships with assigned players.
  • Ensure compliance with regulatory requests as needed.
  • Contribute to the strategic goals of the account management team to drive growth and enhance brand loyalty.
  • Engage with customers regarding responsible gambling and anti-money laundering interactions whenever possible.
  • Identify potential new VIP customers through daily business analysis and reporting.
  • Address and resolve customer issues and disputes, ensuring they feel valued.
  • Collaborate with the account management team to influence player activity to maximize retention.
  • Facilitate clear communications within the team to deliver exceptional service and provide relevant feedback to product and marketing teams.
  • Coordinate with the hospitality team to organize events and enhance the overall customer experience, attending these events with your clients.
  • Provide stakeholders with accurate performance reports, including responsible gambling measures and growth of the customer base.
  • Adhere to the spirit of the Code of Conduct in all customer interactions.

About Entain

At Entain, we are driven by our innovative technology and a commitment to pushing boundaries. We are home to a global family of over 25 renowned brands and more than 24,000 dedicated individuals, all playing for the same goal. When we succeed, we succeed together. Our vision is to lead the world in betting, gaming, and interactive entertainment, creating moments of excitement in people's lives. We aim to achieve this through a focus on sustainability and growth, driving transformation in the fast-evolving entertainment landscape.

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