Key Account Manager

Reporting to: Head of Key Account Management


About the role

Reporting to the Head of Key Account Management, the Key Account Manager will be responsible for customer service, operational processes, general account management and retention and leveraging opportunities to drive revenue growth within 32Red Plc's VIP Programmes.

The role will cover all aspects of customer service, account management, operational processes of the VIP programmes, reactivation of lapsed VIPs and will also work on delivering the objectives and overall strategy of the VIP channel with a specific focus on the whole base of VIP segments.

The candidate for this role should be highly motivated, experienced in working to deadlines and extremely adaptable to customer needs. This role requires both operational and commercial knowledge and will give the candidate a fantastic opportunity for career development in an exciting and fast-paced online environment.



What will you be doing?
  • 24/7 front line customer service requirements of 32Red Plc's VIP Programmes
  • Build 1-2-1 relationships with VIP customers to offer a bespoke proactive VIP service
  • Build a strong customer knowledge and use that to tailor promotions to VIPs and for any customer service needs of VIPs
  • Work closely with the VIP Marketing Manager and CRM function to create and deliver effective promotional campaigns to VIP players via email, chat, SMS and telephone
  • Work with the Live Marketing team to communicate and deliver live marketing campaigns and promotions to VIPs using the website and other on-site forms of communication
  • Ability to pre-empt a players wants and needs to make for an easy and efficient VIP player journey
  • Work closely other business functions, including, Operations, Player Support, Finance, Payments and Marketing to provide the best possible customer experience to VIPs
  • Maintain a continuous competitor understanding and knowledge of VIP Programmes


How will you be measured?
  • Communication
  • Customer Focus
  • Results Driven
  • Building Collaborative Relationships
  • Adaptability
  • Decision Making
  • Self-Motivation
  • Ability to make justified and impartial decisions and stand by them


What have you done?
  • Circa one year's experience in a betting or gaming industry
  • An understanding of the gambling industry and hold a strong insight into gaming and player behaviour is desirable
  • A strong understanding of bonusing and promotion mechanics
  • Customer service experience
  • An outgoing personality and a good and engaging telephone manner
  • Strong time-management credentials – ability to prioritise
  • Work independently, take appropriate responsibility for actions and make sensible decisions
  • Be self-motivated and driven to succeed
  • Be confident in dealing with colleagues within the business at all levels
  • Be willing to work on a shift basis, if required, with unsociable hours including evenings and weekends
  • Willing to travel, if required, for customer event management


Application process

To apply for this role click on the "Apply Now" button and complete the short web form. Please add a covering letter explaining your motivations for applying and your salary expectations.  Our recruitment team will be in touch shortly.

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4th Floor World Trade Center, 6 Bayside Road, Gibraltar
  • Reference Number:
  • Office:
  • Type of Employment:
    Full time permanent
20 Days Holiday
Private Medical
Wellbeing Allowance
Fresh Fruit
Free Breakfast Friday's
Maternity/Paternity leave
Eye test
3 days CSR leave
Anniversary awards
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