Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role
Purpose of Role
 
The ARM Account Executive is responsible for managing customer accounts and queries within the Account Managed levels of the bwin program.  With a huge focus on relationship building, you will help to manage a group of high value customers and potential ones. 

Reporting to the VIP Team Manager you will be responsible for analysing your base and accountable for all major KPI’s.  You will be expected to make regular and frequent contact with individual players using all available contact methods. You’ll be resilient and someone who thrives on selling, negotiating and working towards achieving set targets. 

You’ll be service driven and know what’s best for the customer while remaining commercially aware of the business needs and licencing regulatory requirements.
 
Key Responsibilities

Conduct proactive responsible gaming and AML interactions where appropriate and strictly adhere to our policies in these areas at all time
Hit and exceed daily/weekly targets and KPI
Manage bonus cost for player base:
o Highlight potential bonus abusers
o Ensure bonus % within company budget at player level
o Reward those considered to be under bonused
Provide an unrivalled service for all inbound queries received via email and telephone.
Provide feedback to the product and marketing teams to ensure bwin remains competitive within the market.
Identify key triggers to sell site promos and level rewards in order to increase player engagement and market share.
Attend and help occasional bwin events, representing the company in the highest possible regard, ensuring player satisfaction and post event follow up to realise ROI.
Comprehensive knowledge of brand, site, promos and rewards ensuring all player queries are dealt with at the highest possible level and resolved in a timely and satisfactory manner.
Work on numerous outbound campaigns
Cross-sell Casino, Poker and help with any related queries


Specialist skills and experience

Demonstrate previous high level customer service experience.
Have a high interest and good all-round knowledge of online Gaming with previous experience in a gaming environment. 
Demonstrate an understanding of business KPIs and an ability to work towards targets.
A keen interest in people and consumer habits.
The ability to work on a shift basis with unsociable hours including evenings and weekends, including foreign travel
Communicate in a clear, engaging and professional manner
Manage your own time effectively, plan ahead and adopt a methodical approach to your work
The ideal candidate will be a native language speaker and will have a high amount of knowledge and understanding of Sports, Casino and Poker.
 
Competencies / Behaviours
 
Achievement Driven
Self-Motivated
High level of written and spoken English
Good level of numeracy competency
Analytical
Agile thinker and all-round problem solver
Good Microsoft Office skills
Organised and able to prioritise workload
Additional Information
Bring your customer-first attitude to GVC as a customer service representative in Gibraltar. The sheer pace and power of the live events and entertainment you’ll be part of has to be experienced to be believed. Play a vital role at the world’s largest sports betting and gaming company. You’ll be in the thick of the action, making sure our VIP customers enjoy an amazing entertainment experience, every day. For the good of entertainment.
About The Company
Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We’ve a huge high street presence with an increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they know their limits and we work with them to make sure everyone enjoys our products and services responsibly.

Ready to get involved? Bring your energy to GVC and you’ll be in the mix from the start. For the good of entertainment. Apply now!

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.