**CE**
**Position ID: FF.363**
**Spanish Premier Customer Loyalty Account Manager**:
The Premier Customer Loyalty Team is a dynamic and customer-centric group that sets the high standard for engagement and adaptability. With an unwavering commitment to customer loyalty and compliance, we thrive on building strong, lasting relationships. Our dedication to understanding customer needs and preferences ensures that every interaction is tailored, meaningful, and memorable.
What truly sets the Premier Customer Loyalty Team apart is our remarkable flexibility. In the face of changing circumstances, we exhibit a remarkable ability to pivot swiftly and efficiently. Whether it's responding to evolving market trends, addressing unexpected challenges, or seizing new opportunities, our adaptability shines brightly. Our nimbleness is a testament to their dedication to delivering excellence no matter the circumstances.
In a world where customer expectations are constantly evolving, the Premier Customer Loyalty team stands as a beacon of customer focus. We not only meet these expectations but consistently exceed them, by anticipating needs, providing personalized solutions, and creating an experience that resonates long after the interaction ends.
As a Premier Customer Account Manager at Evoke, your primary mission is to maximize the performance of your portfolio while ensuring our most valued customers have an unparalleled experience. This role requires a unique blend of analytical skill to scrutinize portfolio trends and customer behavior, alongside a talent for nurturing exceptional customer relationships. You will act as a key point of contact for clients, dedicated to understanding their needs, preferences, and feedback to tailor our offerings precisely. Your efforts will directly influence the retention and growth of our Premier Customer cohort; making your role critical to our continued success. By leveraging data-driven insights, you will implement targeted strategies that not only enhance portfolio performance but also elevate the overall customer experience, ensuring satisfaction, loyalty, and long-term engagement and revenue generation.
**What you'll be doing**:
- Portfolio Management: Manage a Premier Customer customer portfolio, focusing on retention, loyalty enhancement, and value extraction. Develop and implement strategic action plans tailored to individual customer needs and preferences.
- Customer Engagement: Build and maintain strong rapport with customers, enhancing retention and activity through personalized interactions and understanding of customer behavior.
- Strategic Analysis: Utilize CRM tools and data analysis to monitor portfolio trends and customer behavior, identifying opportunities for targeted promotions and engagement strategies.
- Promotional Strategies: Inform and offer tailored promotions to customers, aiming to increase loyalty and enhance the overall customer experience.
- Event Management: Engage with customers face-to-face during events to strengthen relationships and ensure a cohesive experience.
- Cross-Departmental Collaboration: Serve as the primary point of contact for Premier Customer Loyalty related queries, collaborating with internal departments to resolve issues efficiently.
- Responsible Gaming: Identify and take appropriate actions for customers exhibiting signs of problematic gambling behavior, promoting a safe and responsible gaming environment.
- Account Managers operate a variety of 8-hour shifts according to business needs from Monday to Sunday.
- Shifts are composed by 5 days of working and 2 rest days.
- Note: Bank Holidays are considered normal working days and will be added to the holiday allowance.
- All according to company needs.
Job Requierments
**Who we are looking for**:
- Minimum of 3 years experience as an account manager or 5 years experience in the online gaming industry.
- Exceptional analytical skills, with proficiency in Excel and other MS Office programs.
- Excellent Sales Expertise with the ability to effectively upsell and cross-sell to high-value clients.
- Very good customer focus and strategic thinking. Must have the ability to develop and implement effective strategies that enhance customer satisfaction and portfolio growth.
- Flexibility to adapt to changing market trends and customer needs.
- Fluent in Spanish and English, with excellent verbal and written communication skills.
- Experience in internet/e-commerce and customer-focused roles.
- Strong team player, yet self-motivated and able to work with mínimal supervision.
- Proactive attitude towards projects and tasks. Ability to work under pressure, meet deadlines.
- Eligibility to work in Ceuta without restrictions.
- Must be available to travel internationally.
Behaviours we look for in this role:
- Previous experience managing Premier customers, preferably in the gaming industry.
- Deep understanding of the Spanish market and its customers.
- Proven analytical and problem-