Spanish Premier Customer Loyalty Account Manager

The Premier Customer Loyalty Team is a dynamic and customer-centric group that sets the high standard for engagement and adaptability. With an unwavering commitment to customer loyalty and compliance, we thrive on building strong, lasting relationships. Our dedication to understanding customer needs and preferences ensures that every interaction is tailored, meaningful, and memorable.

What truly sets the Premier Customer Loyalty Team apart is our remarkable flexibility. In the face of changing circumstances, we exhibit a remarkable ability to pivot swiftly and efficiently. Whether it's responding to evolving market trends, addressing unexpected challenges, or seizing new opportunities, our adaptability shines brightly. Our nimbleness is a testament to their dedication to delivering excellence no matter the circumstances.

In a world where customer expectations are constantly evolving, the Premier Customer Loyalty team stands as a beacon of customer focus. We not only meet these expectations but consistently exceed them, by anticipating needs, providing personalized solutions, and creating an experience that resonates long after the interaction ends.

As a Premier Customer Account Manager at Evoke, your primary mission is to maximize the performance of your portfolio while ensuring our most valued customers have an unparalleled experience. This role requires a unique blend of analytical skill to scrutinize portfolio trends and customer behavior, alongside a talent for nurturing exceptional customer relationships. You will act as a key point of contact for clients, dedicated to understanding their needs, preferences, and feedback to tailor our offerings precisely. Your efforts will directly influence the retention and growth of our Premier Customer cohort; making your role critical to our continued success. By leveraging data-driven insights, you will implement targeted strategies that not only enhance portfolio performance but also elevate the overall customer experience, ensuring satisfaction, loyalty, and long-term engagement and revenue generation.

What you'll be doing:

• Portfolio Management: Manage a Premier Customer customer portfolio, focusing on retention, loyalty enhancement, and value extraction. Develop and implement strategic action plans tailored to individual customer needs and preferences.
• Customer Engagement: Build and maintain strong rapport with customers, enhancing retention and activity through personalized interactions and understanding of customer behavior.
• Strategic Analysis: Utilize CRM tools and data analysis to monitor portfolio trends and customer behavior, identifying opportunities for targeted promotions and engagement strategies.
• Promotional Strategies: Inform and offer tailored promotions to customers, aiming to increase loyalty and enhance the overall customer experience.
• Event Management: Engage with customers face-to-face during events to strengthen relationships and ensure a cohesive experience.
• Cross-Departmental Collaboration: Serve as the primary point of contact for Premier Customer Loyalty related queries, collaborating with internal departments to resolve issues efficiently.
• Responsible Gaming: Identify and take appropriate actions for customers exhibiting signs of problematic gambling behavior, promoting a safe and responsible gaming environment.

-Account Managers operate a variety of 8-hour shifts according to business needs from Monday to Sunday.

-Coverage will be mainly focused on from 10 am till 10 pm (subject to change based on business needs)

-Shifts are composed by 5 days of working and 2 rest days.

-Note: Bank Holidays are considered normal working days and will be added to the holiday allowance.

-All according to company needs.

Requirements

Who we are looking for:

• Minimum of 3 years experience as an account manager or 5 years experience in the online gaming industry.
• Exceptional analytical skills, with proficiency in Excel and other MS Office programs.
• Excellent Sales Expertise with the ability to effectively upsell and cross-sell to high-value clients.
• Very good customer focus and strategic thinking. Must have the ability to develop and implement effective strategies that enhance customer satisfaction and portfolio growth.
• Flexibility to adapt to changing market trends and customer needs.
• Fluent in Spanish and English, with excellent verbal and written communication skills.
• Experience in internet/e-commerce and customer-focused roles.
• Strong team player, yet self-motivated and able to work with minimal supervision.
• Proactive attitude towards projects and tasks. Ability to work under pressure, meet deadlines.
• Eligibility to work in Ceuta without restrictions.
• Must be available to travel internationally.

Behaviours we look for in this role:

• Previous experience managing Premier customers, preferably in the gaming industry.
• Deep understanding of the Spanish market and its customers.
• Proven analytical and problem-solving skills, with a pragmatic and confident decision-making approach.
• Results-driven, with a proactive attitude towards projects and tasks.
• Excellent typing and conversational skills.
• High level of trustworthiness and must be reliable.
• Must be a good Team player but also be able to work independently and with minimal supervision.
• Additional language(s) is a plus.

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
• Hybrid working
• Holiday entitlement
• eLearning
• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• 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.
• Healthcare: We prioritize your health and well-being, offering comprehensive healthcare benefits.
• ...and more

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 prioritize 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!