VIP Account Manager LATAM
The VIP Account Manager LATAM is responsible for building personal relationships with selected customers who have met sustainability and responsible gaming risk criteria. The role serves as the primary point of contact for hosted customers, providing end-to-end service that includes issue resolution, bonus management, and hospitality coordination.
The position focuses on balancing social responsibility and responsible gaming with revenue growth by maximising the share of the player's gambling wallet. The manager maintains these relationships through telephone, email, chat, and in-person meetings, while acting as the first point of escalation for their portfolio of customers.
- Build a proactive and personalised 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 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 and resolve customer issues and disputes to ensure 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 clear communications into and out of the team to deliver a leading service and provide relevant feedback to the product and marketing teams.
- Coordinate with the hospitality team for the organisation of events and attend these events with customers.
- Provide 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 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 or independent environment knowing when to escalate and when to make 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)
- Regular bonus
- Healthcare support
- ShareSave scheme
- Development opportunities
- Wellbeing support
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.