Personal Account Manager

Reporting to: Head of Personal Account Management


About the role

Reporting to the Head of Personal Account Management the Personal Account Manager will be responsible for retention and leveraging opportunities to drive sustainable revenue growth within 32Red's high value business.

The role covers all aspects of account management of key VIPs, reactivation of lapsed VIPs and will also work on the objectives and overall strategy of the VIP channel with a specific focus on the top 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?
  • Manage a portfolio of key VIP accounts 
  • Build 1-2-1 relationships with VIP customers to offer a bespoke proactive VIP service via various channels including phone, email, chat and face to face (including at hospitality events)
  • Build a strong customer knowledge and use that to tailor promotions to specific targets 
  • Develop and implement a VIP reactivation strategy, reducing the risk of churn
  • Develop and implement a Potential VIP programme, ensuring early identification of potential high value business 
  • 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
  • Create tactical marketing and commercial campaigns using strategic and analytical thinking
  • Interrogating data and reports to create marketing campaigns for key VIPs
  • Work with the Live Marketing team to communicate and deliver marketing campaigns and promotions to VIPs using the website and other on-site forms of communication
  • Work closely other business functions, including, Operations, Player Support, Finance and Marketing to provide the best possible customer experience to VIPs 
  • Maintain a continuous competitor understanding and knowledge of VIP Programmes


What have you done?
  • Communication
  • Customer Focus
  • Results Driven
  • Building Collaborative Relationships
  • Adaptability
  • Decision Making
  • Self-Motivation
  • Strong Analytical and Strategic Thinking
  • Commercial Awareness

Experience & Qualifications

  • 3+ years experience in a betting or gaming industry managing VIPs
  • 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
  • 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 
  • 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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