Lisbon
Vacancy Type:
Permanent
Brand:
23 (Entain)
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
Reporting to the ARM Team Lead you will be responsible for analysing your base and accountable for all major KPI’s for your group of players. You will be expected to make regular and frequent contact with individual players using all available contact methods. You’ll be resilient and someone who thrives on selling, negotiating, and working towards achieving set targets.
You’ll be service driven and know what’s best for the customer while remaining commercially aware of the business needs and licensing regulatory requirements.
 
Key responsibilities:
• Manage business KPIs for personal player base. Using business reports, be able to track deposits, Withdrawals, Turnover, Bonus Cost, NGR and APDs, identify trends and increase share of player’s gaming wallet.
• Manage your base to ensure the business meets all AML standards whilst working to improve SoF conversion rates.
• Maintain a level of commercial awareness whilst ensuring the company meets all Responsible Gambling standards
• Manage bonus cost for personal player base:
o Highlight potential bonus abusers
o Ensure bonus % within company budget at player level
o Reward those considered to be under bonused
• Provide an unrivalled service building strong relationships with each player, ensuring increased share of wallet across personal player base.
• Provide feedback to the product and marketing teams to ensure we remain competitive within the market.
• Identify key triggers to sell site promos and level rewards in order to increase player engagement and market share.
• Conduct Hospitality checks for all players attending hosted events.
• Attend and host events, representing the company in the highest possible regard, ensuring player satisfaction and post event follow up to realise ROI.
• Comprehensive knowledge of brand, site, promos and rewards ensuring all player queries are dealt with at the highest possible level and resolved in a timely and satisfactory manner.
• Provide accurate inter-departmental reporting on numbers of contacts and anticipate future levels of contacts for forward planning of the ARM schedule
• Report on closed accounts and use available tools to reactivate where possible.
• Identify mid-level players and corresponding triggers to deliver them to the next level.
For the good of entertainment
• Use daily reports to create and execute a daily plan with a clear agenda and target focussed KPIs
• Identify gaps and predict player performance to meet monthly targets. Plan and react when run rates indicate an end of month short fall.
• Liaise and build relationships with all other major internal stakeholder such as CRM, RG, AML, Risk etc
 
Specialist skills and experience
• Demonstratable experience in an Account Management/Sales role.
• Have a high interest and good all-round knowledge of online Gaming/Betting with previous experience in a gaming environment a plus.
• Demonstrate an understanding of business KPIs and an ability to work towards targets.
• A keen interest in people and consumer habits.
• The ability to work on a shift basis with unsociable hours including evenings and weekends, including foreign travel
• Communicate in a clear, engaging and professional manner
• Manage your own time effectively, plan ahead and adopt a methodical approach to your work
• Word independently, take appropriate responsibility for actions and make sensible decisions
 
Competencies / behaviours:
• Achievement Driven
• Self-Motivated
• Native Portuguese 
• High level of written and spoken English
• Good level of numeracy competency
• Analytical
• Agile thinker and all-round problem solver
• Good Microsoft Office skills
• Organised and able to prioritise workload

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.