Job description
Join the team that defines excellence in customer experience. At evoke, our VIP 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 VIP 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
What you will be doing:
- Manage a VIP customer portfolio, focusing on retention, loyalty enhancement, and value extraction.
- Develop and implement strategic action plans tailored to individual customer needs and preferences
- Build and maintain strong rapport with VIP customers, enhancing retention and activity through personalized interactions and understanding of customer behaviour
- Utilise CRM tools and data analysis to monitor portfolio trends and customer behaviour, identifying opportunities for targeted promotions and engagement strategies
- Inform and offer tailored promotions and incentives to VIP members, aiming to increase loyalty and enhance the overall customer experience.
- Engage with customers face-to-face during events to strengthen relationships and ensure a cohesive VIP experience.
- Serve as the primary point of contact for VIP-related queries, collaborating with internal departments to resolve issues efficiently
- Identify and take appropriate actions for customers exhibiting signs of problematic gambling behaviour, promoting a safe and responsible gaming environment.
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:
- Have excellent English and German verbal and written skills, with the flexibility to cover 8-hour shifts between 10am – 12am Mon-Sun and able to travel internationally
- Have proven customer service experience, preferably with high value customers. Experience within the Gaming/Gambling sector is desirable
- 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.
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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