Premier Customer Loyalty Account Manager - Portugal
We're looking for someone with Portuguese and English language skills to join the team that defines excellence in customer experience. At evoke, our Premier Loyalty Team sets the gold standard for engagement, adaptability, and loyalty. We’re passionate about building meaningful, lasting relationships with our most valued customers - understanding their needs, anticipating their preferences, and delivering experiences that exceed every expectation. As a Premier Account Manager, you’ll be the driving force behind the success of your VIP portfolio. Blending sharp analytical thinking with exceptional relationship management, you’ll ensure every interaction is seamless, personal, and unforgettable. Your insight and strategy will shape customer loyalty, influence retention, and drive growth - making you a vital part of our continued success.
- Ability to identify new opportunities and strategies for market expansion and customer engagement and revenue optimisation, including designing and executing upsell and cross-sell strategies that deliver measurable business impact
- Demonstrated ability to work autonomously with full ownership, while also contributing to team direction, knowledge sharing, and best practice development.
- Advanced analytical and commercial acumen, with the ability to interpret complex data sets, generate insights, directly influence strategic decision-making and build reports feeding results back to higher level management.
- Utilise CRM tools and data analysis to monitor portfolio trends and customer behaviour, identifying opportunities for targeted promotions and engagement strategies
- High level of market awareness and adaptability, with the ability to respond to evolving customer behaviours, regulatory changes, and competitive trends.
- Inform and offer tailored promotions to premier customers, aiming to increase loyalty and enhance the overall customer experience to enhance long-term value, retention, and engagement.
- Serve as the primary point of contact for VIP-related queries, collaborating with internal departments to resolve issues efficiently and engage with customers face-to-face during events to strengthen relationships and ensure a cohesive premier customer experience.
- Clear understanding of compliance and regulatory frameworks, with the ability to operate within and uphold required standards.
- Have excellent English and Portuguese verbal and written skills, with the flexibility to cover 8-hour shifts between 10am - 10pm Mon-Sat and able to travel internationally any day of the week.
- Have proven customer service experience, preferably with high value customers and an understanding of the Portuguese market.
- Experience within the Gaming/Gambling sector is essential
- Have exceptional analytical skills, with proficiency in Excel and other MS Office programs.
- Be an exceptional team player, yet self-motivated and able to work with minimal supervision.
- Competitive Salary and Bonus Schemes
- Hybrid Working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
- Comprehensive healthcare insurance, dental care, travel insurance and life insurance.
- An allowance which can be used towards gym and fitness memberships, fitness clothing and equipment, consultations with a dietitian, massages and select treatments or items for your home office.
- Free access to Wellness Cloud; a tool to help encourage greater wellbeing through online coaching, webinars, videos and online resources.
- A chef in the office weekly preparing healthy meals, coffee shop vouchers, juices, snacks and after work drinks and events.
- 20 days paid leave you can avail after your first year of employment to volunteer at an organisation online, locally, or abroad.
William Hill International is the international (non-UK) arm of the William Hill betting and gaming brand, owned by Evoke plc (formerly 888 Holdings). It operates online sports betting and casino products across regulated markets outside the United Kingdom, with its main operational base in Malta. William Hill, one of the best-known names in British bookmaking, was founded in 1934 and acquired by 888 in 2022. The international division focuses on the technology, trading and operations that support William Hill's online business in Europe and beyond.
