Multi-channel sports betting and gaming entertainment provider
Responsibilities
Develop and execute VIP strategies and programs to enhance player engagement, retention, and monetization
Build and develop strong relationships with VIP customers. This involves understanding their gambling preferences, betting habits, and financial capacity
Offer personalized betting and gaming experiences to VIP clients, campaigns, bonuses, and incentives to their individual preferences
Implement strategies to ensure VIP clients remain loyal to the company. Resolve any issues or concerns they may have, providing exceptional customer support, and offering reason for continued play
Keep VIPs informed about betting campaigns, special odds, and exclusive betting opportunities through various communication channels, including email, phone calls, or SMS
Design and optimize player journeys, ensuring strong and relevant interactions across touchpoints to drive desired player behaviors and maximize player value
Monitor and analyze VIP campaign performance, leveraging data insights to refine strategies, optimize conversion rates, and increase player engagement and revenue
Analyze customer data to gain insights into VIP clients’ gambling behavior, preferences, and spending patterns. This information can be used to optimize the VIP program and improve customer experiences
Collaborate with other departments, such as customer support, CRM, fraud, gaming, sportsbook, compliance, to provide a strong VIP betting and gaming experience
Address any gambling-related issues or disputes promptly and effectively, ensuring fair play and maintaining the trust of VIP clients
Manage the budget allocated for the VIP program, ensuring resources are allocated effectively to maximize returns
Ensure compliance with local regulations and legislation, data privacy regulations and industry standards in all CRM/VIP activities
Requirements
Bachelor’s degree in Marketing, Business Administration, or a related field. A master’s degree is a plus
Minimum 3 years of proven experience as a VIP/CRM Manager or similar role within the online gaming industry
Strong understanding of the betting and gambling industry, including knowledge of games, odds, and betting terminology
Proficiency in utilizing CRM systems, marketing automation platforms, and customer data analysis tools
Excellent analytical skills, with the ability to interpret data, identify trends, and generate actionable insights to drive decision-making
Experience in segmentation and personalization strategies, leveraging customer data to deliver targeted campaigns and communications
Effective problem-solving skills to address customer issues and resolve disputes promptly and fairly
Customer oriented, being flexible and willing to adapt to changing customer preferences and market conditions
The ability to identify opportunities for upselling and cross-selling betting or gaming products to VIP clients
Strong project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines
Excellent communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at various levels
Knowledge of online gaming industry trends, player behavior, and player lifecycle management
Fluency in Portuguese and English is required
Continuous Improvement Manager
Our Client
It is the largest sports betting operator in Romania, with massive growth in Poland
Responsibilities
Analyze existing customer support processes and workflows to identify areas for improvement
Develop and implement strategies to streamline processes, reduce inefficiencies, and enhance overall operational effectiveness
Lead efforts to identify root causes of customer support issues and inefficiencies
Work closely with other departments (such as Product, Quality Assurance, and Training) to ensure a seamless customer support experience
Collaborate with stakeholders to implement cross-functional initiatives that improve customer satisfaction
Collaborate with cross-functional teams to identify automation opportunities and requirements
Provide training and support to team members on using integrated systems and automation tools effectively
Lead and coordinate teams in the planning, execution, and monitoring of integration projects
Build and maintain relationships with third-party vendors and technology partners to ensure seamless integration of their products and services
Act as a liaison between technical teams and business stakeholders to gather requirements, provide updates, and address concerns
Requirements
Has strong stakeholder management skills, including the ability to get things done through others without having line management responsibility
Strong project management skills with a proven track record of successful project implementations
Excellent problem-solving and analytical abilities
Strong communication and interpersonal skills
Good organizational and prioritization skills
Eager to drive continuous improvement, flexible to challenge issues/opportunities
A minimum of 2 years of experience in integration management or continuous improvement management
Nice to have
College degree
Previous experience with chatbots, self-service options, AI is preferred
Previous experience working within the online betting and gaming industry is preferred
Previous experience of working with an outsourced team is highly desired
Previous experience of supporting Brazilian customer operations is highly desired
Previous experience of working with Zendesk Sunshine or other asynchronous chat solutions is preferred
Previous experience of working within Chatbot-supported Customer Service environments is preferred
Very good English language skills
Very good Brazilian Portuguese / Portuguese is preferred
Proficiency using Microsoft Office applications including but not limited to MS Outlook, Word, Excel and PowerPoint
CRM Operations Executive
Our Client
It is the largest sports betting operator in Romania, with massive growth in Poland
Responsibilities
Manage the day-to-day operational activities in the CRM calendar based on stakeholders’ proposals
Ensure the execution and deliverability of emails, push notifications, inbox messages and SMS
Collaborate with CRM managers to define and document CRM processes, workflows, and standard operating procedures
Monitor and escalate any technical issues or system errors encountered in daily activities, serving as the main point of contact for CRM-related inquiries and support
Assist and follow up with the Customer Support team on any issues that may arise
Collaborate with cross-functional teams to identify and document business requirements and translate them into CRM functionalities
Contribute to improving bonus and CRM tools
Ensure bonus and campaign mechanics testing
Requirements
Fluency in English with confidence in oral, written and reading communication
Great organizational skills with the ability to prioritize and meet deadlines
Excellent attention to detail with the ability to accurately manage and maintain large datasets
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
Self-motivated and proactive, with the ability to work independently and as part of a team
Ability to adapt to changing requirements and work in a fast-paced, dynamic environment
Knowledge of Microsoft Office suite, especially Excel
Experience working with CRM systems, preferably in an operational role is a plus but not mandatory
Nice to have
Knowledge of Portuguese/Brazilian language
Previous experience in marketing / CRM
Online gaming experience
Experience working with CRM tools
Accountant
Our Client
The largest sports betting operator in Romania, with offices in the UK, Poland, Austria, Croatia, Serbia, Cyprus, and Malta
Keeping the ball rolling since 2008, their team now consists of more than 3.500 people who are the major driving forces behind their success
To stay on top of their game, their plans are big – expand their business in Central and Eastern Europe and increase their market share
The world’s largest private equity fund, Blackstone Group, recognized their vision. That is why they received a strategic investment of 175 million euros
Responsibilities
Booking of the invoices according to Group & local tax requirements
Supervision of Fixed Assets module in the finance system
Participation in the monthly closing process
Participation in the monthly account reconciliation process
Participation in statutory and group yearly Audit
MSSF 16 reconciliations
Preparation of any other reports for local Authorities
Booking of the invoices according to Group & local tax requirements
Booking expenses combined with employee’s business trips
Participation in the monthly closing process
Participation in the monthly account reconciliation process
Participation in statutory and group yearly Audit
Preparation of any other reports for local Authorities
Preparation & reconciliation of all payments (Local banks, Kyriba)
Requirements
3-5 Years experience in Accounting in medium/big companies in similar positions
