👑 2x Key Account Managers👑

VACANCY OPEN INTERNALLY ONLY

In this role, you will be responsible for managing a portfolio of the company's most valuable players, driving their retention, loyalty, and lifetime value through personalised, 24/7 service and bespoke engagement strategies. 

Key Responsibilities

• Build and maintain relationships with SUPER high-value players, serving as their main point of contact for all inquiries, requests, and escalations. Using different channels such as phone, telegram, Whatsapp & email.

• Understand each player’s gaming preferences, betting habits, risk appetite, and service expectations. Use this knowledge to tailor offers, communication, and service delivery.

• Cater to the preferred hours of play, communication style & unique service requirements of your hand picked player portfolio.

• Develop and implement customised retention strategies, including bespoke offers, personalised gifting, loyalty rewards, and exclusive event invitations (virtual or in-person)

• Monitor player activity and proactively respond to changes in behaviour to re-engage, retain, or reactivate players as necessary.

• Liaise with internal teams (CRM, Marketing, Payments, Fraud, Compliance) to ensure seamless, coordinated service delivery.

• Uphold responsible gambling principles, ensuring all activity is compliant with regulatory and internal policies. Flag risk-related concerns as needed.

• Attend or host VIP events (online or offline) to strengthen player relationships, represent the brand, and deliver unforgettable experiences.

• Maintain accurate records of player preferences, communication, and activity. Provide insights to management for continuous improvement and strategic planning.

• Frequently report on & present portfolio performance and KPI’s to the Team Manager / Head Of Department to ensure constant optimisation.

What You Bring

• Prior experience managing VIPs or high-net-worth individuals is highly preferred.

• A 100% commitment to assisting high-value players, building & nurturing relationships, and being available after work hours and on weekends (as required by the nature of VIP service) to cater to global player needs.

• Being an employee with us. Based in Malta or interested in relocation (office attendance on a hybrid setting is mandatory after probation).

• Proven track record of high performance in your current/previous roles; a history of meeting and exceeding targets will be considered

• Exceptional communication and interpersonal skills with fluency in English (additional languages are a strong asset).

• Self-motivation, ambition, and a results-driven attitude. You must be able to work autonomously and manage a demanding portfolio.

• Strong commercial acumen and the ability to balance player needs with business objectives (e.g., profitability, retention targets).

Hiring Process

1st - Submit application until  Monday, April 20th (4pm CET).
2nd - Interview with VIP Team Managers (last week of April