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.

