Sports and Entertainment Account Manager

Sports and Entertainment Account Manager

Salary : 45K + commission

Location : Montreal, QC (on-site)

We are looking for Account Managers who will be responsible for building and managing long-term relationships with VIP Casino / Sports users by interacting with them through chat, phone, and email.

This role is perfect for sports lovers with exceptional communication skills and customer service experience.

Responsibilities :

Portfolio Management : Oversee a group of high-value players, ensuring they remain engaged and increase their spending.

You're responsible for scheduling and conducting communications that enhance player retention, growth, and reactivation.

• Documentation : Maintain comprehensive records of all communications with your portfolio, including handling sensitive document requests such as ID verification and income checks as required by risk management.
• Player Analysis : Regularly assess player activity to identify trends and adjust your contact strategy to capitalize on fluctuations in player behaviour.
• Competitor Analysis : Continuously evaluate the value propositions competitors offer to stay ahead in the industry. Utilize experiences and bonuses to retain and expand your player portfolio.
• Issue Resolution : Handle escalated cases related to account closures, responsible gaming concerns, event-related queries, and bonus inquiries, even during non-standard working hours.
• Product Knowledge : Continuously increase your knowledge about our products and brands. Proactively inform relevant players in your portfolio about new features and products to enhance their experience.
• Player Understanding : Gain insights into how our clients behave, both at an individual and portfolio level, and assess the commercial impact.
• Promotional Offers : Create personalized promotional offers for VIP customers to enhance their gaming experience.
• 24 / 7 Player Experience : Ensure that high-value players enjoy a first-class gaming experience 24 / 7 on our platforms.
• Reporting : Provide accurate inter-departmental reports on contact volumes and anticipate future contact levels to plan the VIP schedule.
• Collaboration : Work closely with CRM, Operations, and Product Teams to initiate actions that boost revenue, loyalty, and the lifetime value of VIP players.
• Data Management : Build a comprehensive database with VIP player information, including playing habits, personal preferences, background, and demographic details, to facilitate highly customized client interactions.
• Performance : Meet department and personal KPIs set by management.
• Additional Duties : Undertake any other duties as assigned and required.

Skills and Experience :

• Affinity for and excitement in talking about sports is required.
• Previous experience in managing client portfolios is an asset.
• Native English speaker with excellent written and spoken English skills.
• Bachelor's / College Degree is an asset.
• Display active listening, empathy, and common sense. Demonstrate influencing skills that balance a personal touch with professionalism to build trust and collaboration with others.
• Willingness to work in different shifts.
• Be self-driven, reliable, and able to work independently.
• Approach the role with a sales and business development mindset to expand and grow the value of your accounts.
• Align with the company's culture, demonstrating qualities such as initiative, transparency, integrity, accountability, and a results-focused attitude.
• Exhibit a proactive and 'can do' approach with a positive attitude and a desire to assist customers.
• Proficiency in MS Office tools like Word, Excel, and PowerPoint is beneficial.