VIP Account Manager LATAM – São Paulo and Rio de Janeiro
As a VIP Account Manager LATAM, the role is responsible for building a personal relationship with selected customers who have already passed the sustainability and RG risk criteria. The customer should feel comfortable with discussing any issue with the manager, including responsible gaming, bonuses, revenue, and source of funds. The role will provide hosted customers with an end-to-end service from issue resolution, bonus, relationship, and hospitality management. The aim is for the VIP Account Manager to become the main point of contact between Entain and the customer. This will involve a mixture of social responsibility and responsible gaming, adherence to the 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-to-one meetings. The manager will also act as the first, and preferably, only point of escalation for any of their portfolio’s customers.
- Build a proactive and personalized relationship 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 value.
- Work as an integral part of the account management team to influence player activity with a view to maximize retention.
- Ensure that clear communications into and out of the team to ensure Entain delivers a leading service to its customers and relevant feedback to the product and marketing teams.
- Coordinate with the hospitality team for the organization of events and to optimize 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.
- Minimum of 1-3 years of experience managing VIPs in an online gaming or similar customer-centric environment (required).
- Proven track record of managing high-value accounts (required).
- Native Portuguese speaker (required).
- Fluency in English (required).
- Proven track record of customer revenue analysis and reporting (required).
- Outstanding personal relationship management skills (required).
- Ability to work in a self-contained / independent environment knowing when to escalate and when to make your own decisions (required).
- High interest and good all-around knowledge of licensed online gaming in both sports and casino (required).
- Ability to communicate over phone, email and in person in a clear and engaging professional manner (required).
- Experience in hosting VIP events (preferred).
- A competitive salary is just the beginning.
- Depending on your role and location, you can expect to receive benefits like A regular bonus.
- Healthcare support.
- A stake in our success through our ShareSave scheme.
- Great development opportunities.
- Wellbeing support, and so much more.
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.