Location:
Gibraltar
Vacancy Type:
Permanent
About The Role
Role Purpose
 
The purpose of this role is to build a personal relationship with selected (Ladbrokes/Coral) customers who have already passed the sustainability and RG risk criteria. The customer should feel comfortable with discussing any issue with you including but not limited to responsible gaming, bonuses, revenue and source of funds. In addition, the role will provide our hosted customers with an end to end service from issue resolution, bonus, relationship and hospitality management. The aim is for the ARM to become the main point of contact between the company and the customer. This will involve a mixture of social responsibility and responsible gaming, adherence to the BGC Code of Conduct and revenue growth by maximising the share of the players gambling wallet against competitors.
 
This role will need relationships to be built via telephone, email, chat and meeting customers personally through events and one on one meetings. You will also act as the first, and preferably, only point of escalation for any of your portfolio’s customers. 
 
Key Responsibilities
  • Build and maintain relationships with allocated players
  • Ensure regulatory requests can be completed when required
  • Partake in the strategic ambition of the account management team to drive growth and revenue to ultimately build loyalty to the brand
  • Conduct all responsible gambling and AML interactions with account customers where possible
  • Identify potential new account customers via daily business analysis and reporting
  • Handle/resolve customer issues /dispute resolutions ensuring the customer feels valued
  • Work as an integral part of the account management team to influence player activity with a view to maximise retention
  • Ensure that clear communications into and out of the team to ensure we deliver a leading service to our customers and relevant feedback to the product and marketing teams
  • Coordinating with the hospitality manager for the organisation of events and to optimise the hospitality experience – attend these events with your customers
  • Provide the business stakeholders with accurate reporting on performance, Responsible Gambling and growth of the account customer base
  • Ensure the spirit of the Code of Conduct is followed and adhered to in all interactions with our customers
 
Specialist Skills and Experience Required
  • Proven track record of outstanding commercial relationship management 2
  • Proven track record of outstanding safer gambling relationship management
  • Proven track record of customer revenue analysis and reporting
  • Outstanding personal relationship management skills
  • Ability to work in a self-contained / independent environment knowing when to escalate and when to make your own decisions
  • Demonstrate previous experience in a similar role/environment
  • You will have a high interest and good all- round knowledge of licenced online gaming in both sports and casino
  • Communicate over phone, email and in person in a clear and engaging professional manner
  • Be self-motivated as you will encounter many challenges and opportunities
  • Be confident in dealing with colleagues within the business at all levels
  • The ability to work on a shift basis with unsociable hours including weekends

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.