Player Manager
Posted:
- Location
- Africa
- Job type
- Permanent
As Player Manager
Overview & Purpose:
At Dream Team Gaming, we power up the excitement by managing four online casino brands in the industry. The High-Stake Player Manager is responsible for managing relationships with high-value players, ensuring they receive world-class service and fostering loyalty.
As part of the Player Development & Management team this role includes proactive outreach, issue resolution, and personalized customer service to enhance the player experience and contribute to the growth of the business. The High-Stake Player Manager will act as a brand ambassador, offering tailored services to High-Stake Players and providing insights to improve overall player engagement.
Key Responsibilities:
Provide World-Class Service: Deliver exceptional service to High Stake Players, Loyal Players and regular players across various communication channels, including email and live chat.
First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
Handle Player Queries: Manage incoming player queries, ensure responses are timely, professional, and aligned with company service standards.
Monitor Player Satisfaction: Keep track of player engagement and satisfaction, ensuring their experience is continually enhanced by identifying improvements and making recommendations to the VIP or CRM team.
Outbound Engagement: Proactively reach out to players to maintain engagement, offer promotions, and handle account issues or updates.
Real-time Systems Monitoring: Monitor internal systems and notify management of any potential issues, ensuring all systems run smoothly during each shift.
Player Retention: Implement strategies for player retention and loyalty, using personalized service to prevent churn and encourage long-term engagement.
Player Relationship Management: Maintain regular communication with high value players to develop a deep understanding of their preferences and gaming habits and provide tailored solutions.
Internal Collaboration: Work closely with senior agents, floor managers, and other departments to resolve player-related issues and escalate when necessary.
Revenue Growth: Ensuring your customer segment grows through targeted campaigns and promotions.
Data Monitoring & Reporting: Keeping track of your players’ behavior and activities, using data to predict potential churn and take action to retain them.
Documentation and Reporting: Ensure all player interactions and feedback are accurately documented and reported in internal systems, following company protocols.
Quality Assurance: Ensure all communications with players meet the highest quality standards and comply with company policies and procedures.
Continuous Improvement: Proactively seek self-development opportunities, including requesting additional training to enhance skills where needed.
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives.
Essential Criteria:
The position will involve the following areas of responsibility:
Solid experience within Personal Account Management or Player Management
Team player: Collaborative mindset, with experience working with cross-functional teams (e.g., product, marketing, and compliance teams)
Fluent English – both written and spoken
Proven planning and organisational skills
Experience in customer service within a large volume call center environment, or similar, preferably in finance, gaming or a related industry
Strong passion for client services and creating lasting relationships with players
Energetic, dynamic, and enthusiastic about providing VIP-level service
Person Specification:
The ideal candidate will be a self-motivated energetic individual
Strong Relationship Management including understanding the needs, emotions, and motivations of players to offer excellent service
Networking: Skilled at building and maintaining long-term relationships with high-value clients
Customer-Centric approach including proactivity and a service-orientated approach
Discretion and professionalism encompassing confidentiality: handling sensitive information about high-net-worth players with discretion and a professional demeanor: ability to interact with demanding clients while maintaining composure and politeness
Requires a target driven individual
Effective and well-developed communication skills are a prerequisite for the role, both written and verbal
Excellent decision-making ability
Innovation and ability to think “outside the box”
Strong work ethic
The ability to thrive is a fast-paced environment and value attention to detail
Cultural awareness
Reporting:
Managerially Accountable to: Head of Player Experience and Analytics