Purpose of Role
Entain’s vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go. We’re home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
Working within the VIP and wider Retention & CRM Team for Sports Interaction, The VIP Account Manager will be responsible for servicing, maintaining, retaining, and reactivating a key book of Sports Interaction’s VIP business. Developing new VIP customers, growing player lifetime value, and revenue contribution for assigned VIP customers are key objectives for this role.
Key Responsibilities
· The Account Manager will be responsible for cultivating and developing relationships and serve as a trusted consultant to our most financially invested players in their VIP base
· Consistently engage with their VIP book of business via phone calls, emails, SMS, and chat
· Serve as an industry expert and act as a liaison between our highest value players and the operations team to resolve bugs and maintain retention of their designated VIP base
· Ensure that our clients receive the highest level of sales and operational customer service by leveraging a highly consultative approach
· Host and entertain key clients at events throughout the year
· Take lead on and/or assist in organizing and planning VIP events throughout the year
· Work collaboratively with cross-functional teams (Product for feature development, VIP CRM Lead for VIP specific promotions, Security, Payments & Trading team to resolve issues and questions) to drive revenue growth with VIP base
· Strong quantitative aptitude with the ability to analyze campaign performance statistics on their VIP base.
· Partner with VIP Manager and CRM Director to build consultative engagement and reactivation approaches using market trends, VIP research, and industry-specific case studies
· Provide ongoing feedback to the Product, Marketing, and Trading teams on VIP requests and ideas
· Exceed sales, pricing, and yield goals; effectively manage individual quarterly reactivation and engagement goals
· Support Customer Service with escalations from VIP clients
· Assist in daily marketing tasks to support daily promotions
· The position does not require handling direct reports
Specialist Skills & Experience
· Possess outstanding communication and presentation skills; ability to connect and reconnect VIP base through high-level relationship building with their dedicated base.
· Extensive Customer Service experience
· Excellent telephone skills – able to handle high call volume
· Customer Focused
· Ability to generate revenue on own initiative based on personal account relationships
· Accuracy and Attention to detail
· Rapport building skills
· Team player with a strong work ethic
· Knowledge of Microsoft Office
· 3 or more years of customer service or account management experience, including in-person hosting
· Event coordination experience an asset
· Experience with CRM technologies an asset
· Experience in Sports and/or Gaming industries an asset
· Some travel may be needed.
· Some weekends or evenings may be required.
Qualifications & Educational Requirements
· Must possess a High School Diploma / Vocational Diploma / Short Course Certificate / Bachelor’s Degree / College Degree, any field.
Diversity and Equal opportunities:
Entain is committed to creating an inclusive environment where everyone is treated fairly. We respect and encourage diversity and strive to ensure that individuals receive equal treatment in all aspects of their employment.
Sports Interaction
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