The Account Manager will manage a portfolio of High Net Worth customers across the Belgium market. With native level Flemish language, the ideal candidate will be looking to build relationships with high net worth customers, increase their loyalty and provide our customers with the most relevant, personalized and rewarding experience, in a sustainable way.
What you will do
Manage the portfolio of the customers and personally build strong relationships with them to reach their loyalty, retention and increase their lifetime value by maintaining their usual and sustainable level of play
Monitor individual customer performance and ensure that rewards, both online and offline, are offered in accordance with business requirements
Handle customers' day to day queries and complaints, including out of normal office hours, in order to provide the high value players with personal and ‘competition beating' service
Ensure that the individual customers are proactively targeted with the right action at the right time in their lifecycle (new high value customer, churning, lapsed, returning, big winners, etc.) to drive the growth and activity from high net-worth customers
Monitor the performance on the market level, understand and act upon trends
Initiate campaigns that will drive activity for high net worth customers, ensure that they are generated in a timely manner, results monitored and reported
Monitor the customer base for new high net worth customer potential and onboard the customers accordingly
Work alongside Marketing and Events teams to plan and execute events; entertain and host customers at various local and global events; coordinate gift drops for the customers
Always keep a player sustainability mindset and act as trust and responsible gambling ambassador
Collaborate closely with Player Sustainability, Payments and Customer Support teams to ensure a positive and safe gambling experience
Drive business success and act as the voice of high value customer by providing feedback and innovative ideas
How will success be measured in this role
Number of actives
Retention rate
Personal performance
Successful completion of all relevant training and other compliance activities that support our sustainable and responsible growth
Your experience
Experience in a customer-facing role
Great people skills that build strong relationships with customers
Sound commercial acumen including an understanding of ROI and analysis
Great organisation, planning and prioritisation skills, along with strong attention to detail
Excellent written and verbal communication skills in English and Flemish languages
A genuine commitment to providing world-class service to our valuable customers
Well-presented and willing to travel and work outside normal office hours
