The Premier Customer Loyalty Team delivers exceptional, personalized experiences to our most valued customers. Agile, customer-focused, and performance-driven, we set the standard for engagement by anticipating needs, adapting quickly, and consistently exceeding expectations.
As PCL Team Leader, you will lead a team of Account Managers to achieve outstanding results, drive portfolio performance, and champion operational excellence across all Premier Customer activities.
What you will be doing:
- Lead, coach, and motivate a team of Account Managers to exceed performance targets and SLAs
- Act as the first point of escalation for Premier Customer issues and complex queries
- Drive data-led performance management using CRM insights and portfolio analysis
- Identify customer trends and develop strategies to enhance engagement and loyalty
- Embed best practices and ensure consistent, high-quality service delivery
- Champion responsible gaming by identifying and managing at-risk customer behaviour
- Collaborate with internal teams to resolve customer issues efficiently
- Represent the Premier brand through customer events and face-to-face engagement.
Who we are looking for:
We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply to this post, you will:
- Proven leadership experience with a focus on operational excellence and a gaming industry background
- Have excellent analytical and problem-solving skills with confident decision-making ability
- Be a strategic thinker with experience driving customer engagement and growth
- Have excellent English language skills with a knowledge of gaming and/or the UK market
What we offer
Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer: –
- Financial: Competitive salary, pension, and bonus schemes.
- Hybrid working: Our Gibraltar-based 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! Employees living in Spain and working in Gibraltar are required to work from the office 80% of the time.
- Holiday entitlement: Your 25 days holiday is topped up by 12 bank holidays.
- Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
- Life assurance: Safeguarding your financial future and offering peace of mind.
- Perks and discounts: Discounts at a range of high-street retailers.
- Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits.
- Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
More about evoke
We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.
At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.
Apply
At evoke, we prioritise diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.
Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.
Apply today to kickstart your application with the evoke Family!
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