Overview
Our client, a well established iGaming operator, covering sports and casino verticals, is now seeking to recruit a HVC Account Manager to join their team in Barcelona.
Job Purpose :
We are looking for a Spanish speaking HVC Account Manager to join the commercial team and be a key part of supporting high value customers. You will be working in a small team dedicated to ensuring player safety is at the heart of everything. The role will cover all aspects of account management, operational processes of the HVC programs, the loyalty and rewards program, as well as the player lifecycle. You will also work on delivering the objectives and overall strategy of the HVC program
Responsibilities
* Help deliver a world class HVC loyalty & rewards program, aimed at rewarding the right players at the right time to generate brand loyalty and reduce churn
* Build exceptional relationships with high value clients to provide a personalised service and gaming experiences tailored to them, across all products
* Introducing a package of benefits for HVCs ensuring they receive the best customer service and experience in the industry
* Analyses and report on the HVC segments, identifying player movements and opportunities to retain and generate loyalty
* Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements and regulations
* Initiate campaigns that will drive activity for high value customers, ensuring that they are generated in a timely manner, results monitored and reported
* Manage targets and a budget
* Maximize and enhance the customer journey and promote responsible gambling, aimed at strengthening profitable relationships
* Work alongside the Product, CS and CRM teams to increase player activity and drive turnover
* Create and implement a system to monitor the customer base for new HVC customer potential
* Work alongside Marketing and Events teams to plan and execute events; entertain and host customers at various local and global events
* Proactively make outbound calls to clients providing them with information and promotional opportunities as required
* Improve and expand on product and industry expertise to benefit our HVC customers
* Provide regular updates on the progress of work / tasks / projects
* Work closely with the development team to tailor the product to the needs of HVCs
* As a team player you work well with others and are transparent and genuine; to nurture this culture within the team, providing open and constructive feedback to them and other departments too.
Requirements
* 2 years experience in a similar role and can demonstrate excellent knowledge and experience HV customer management.
* Bilingual level of Spanish and proficiency in English, with good skills in Excel and data platforms
* Strong analytical and communication skills, with a very strong commercial awareness and focus
* Ability to lead and manage colleagues indirectly and directly within the wider commercial team
* Ability to work under pressure while meeting deadlines and delivering to reach performance KPIs
* Excellent written and verbal skills, with a strong attention to detail and ability to present to senior stakeholders
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