VIP Account Manager

Company Description We’re Entain. Powered by our own technology and building products that push boundaries, Entain is home to a global family of more than 25 well‑known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast‑paced world of entertainment. Job Description As a VIP Account Manager, you will be responsible for building a personal relationship with selected customers who have already passed the sustainability and RG risk criteria. The goal is to become the main point of contact between the company and the customer, acting as the first and preferably the only point of escalation for any of your portfolio’s customers. Responsibilities include issue resolution, bonuses, relationship and hospitality management, and ensuring adherence to the Code of Conduct and responsible gaming. What You Will Do Build a proactive and personalized relationship with allocated players Ensure regulatory requests can be completed when required Contribute to the strategic ambition of the account management team to drive growth and revenue and build loyalty to the brand Conduct all responsible gambling and AML interactions with account customers where possible Identify potential new account customers via daily business analysis and reporting Handle/resolve customer issues and dispute resolutions, ensuring the customer feels value Work as an integral part of the account management team to influence player activity with a view to maximize retention Ensure clear communications within the team to deliver a leading service to our customers and provide relevant feedback to product and marketing teams Coordinate with the hospitality team for the organization of events and optimize the hospitality experience – attend these events with your customers Provide business stakeholders with accurate reporting on performance, Responsible Gambling and growth of the account customer base Ensure the spirit of the Code of Conduct is followed and adhered to in all interactions with our customers Qualifications Minimum of 1–3 years of experience managing VIPs in an online gaming or similar customer‑centric environment, with a proven track record of managing high‑value accounts Applicants from other industries with a commercial background are also welcome to apply Professional level English Proven track record of customer revenue analysis and reporting Outstanding personal relationship management skills Ability to work in a self‑contained / independent environment, knowing when to escape and when to make your own decisions High interest and good all‑around knowledge of licensed online gaming in both sports and casino Clear communication over phone, email and in person in a professional manner Preferred experience in hosting VIP events Additional Information Ethics & Integrity: adheres to the highest standards of business ethics and compliance, always acting in the best interests of the players and the company. Leadership: demonstrates strong leadership, inspiring, motivating and developing a team to reach its full potential. Player‑Centric Mindset: highly focused on delivering exceptional service to high‑value players, ensuring their needs and preferences are met proactively. Analytical Thinking: capable of evaluating data, identifying trends and making informed decisions to continuously improve VIP services. Adaptability & Problem Solving: able to navigate complex challenges and adapt quickly to changing market or player needs, ensuring smooth operation of VIP activities. Resilience Under Pressure: maintains calm under pressure, handling escalations or difficult situations with professionalism and poise. At Entain, we do what’s right. We are committed to creating a diverse, equitable and inclusive future for our people and the broader sports betting and gaming sector, ensuring compliant hiring practices globally. #J-18808-Ljbffr