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HVC/VIP Account Manager

Our client is a leading online gaming operator in the Spanish markets with an expanding online and offline portfolio focused on bingo, casino and sports betting with 4 leading brands.

Our goal is to provide entertainment to our customers with our websites and apps so that they can access our products from their mobile phones, tablets and computers. We offer our own bingo and slots software and also more than 2000 games from the best game providers. With offices based in Barcelona, Ceuta & Malta we always strive to bring joy and security to our customers. Additionally, we will be launching soon in other regulated markets!

We are looking for a Spanish speaking HVC/VIP Account Manager to join our commercial team and be a key part of supporting our platform for high value customers. You will be working in a small team dedicated to ensuring player safety is at the heart of everything we do.

The role will cover all aspects of account management, operational processes of the HVC/VIP 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/VIP program.

Main Accountabilities & Responsibilities:

• Help deliver a world class HVC/VIP 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 HVC/VIP’s ensuring they receive the best customer service and experience in the industry.
• Analyses and report on the HVC/VIP 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/VIP 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 HVC/VIP’s
• 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.

Qualifications:

• Experience in a similar role and can demonstrate excellent knowledge and experience in High Value customer/ VIP management
• Fluent in Spanish and English
• Flexible schedule required, including occasional rotating shifts based on business needs.
• 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

We offer:

• A very competitive fixed plus variable compensation package
• A stimulating career plan with a collaborative and personal growth environment.
• Hybrid work format with offices in the center of Barcelona city