GRS are working with a well-established and rapidly growing iGaming platform provider who are looking for a Player Relationship Manager to lead its player-facing team. If you're passionate about customer experience, responsible gaming, and working in regulated markets, this role offers an exciting opportunity to make a real impact in a dynamic, international environment. You will be responsible for leading a high-performing Player Relationship team, driving engagement, retention, and satisfaction for players across various jurisdictions — with a strong focus on compliance, particularly within the UK and Malta. You’ll also oversee VIP player engagement strategies and help implement digital tools that enhance player communication and journey.
DUTIES AND RESPONSIBILITIES
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Lead and manage the Player Relationship team, ensuring top-tier service across live chat, email, and phone.
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Ensure full compliance with Responsible Gaming practices
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Oversee VIP player engagement
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Optimise automated player communications via CRM campaigns
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Handle complex player issues, including VIP complaints
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Work cross-functionally with Compliance, Marketing, Payments, and other departments
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Analyse player behaviour and team performance data to guide decision-making.
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Drive innovation by identifying opportunities for automation and AI integration.
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Support team development through coaching, mentoring, and strategic workforce planning.
CANDIDATE PROFILE
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Leadership experience in Player Support, VIP, or Player Relationship roles within iGaming.
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In-depth understanding of Responsible Gaming practices
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Hands-on experience managing VIP players in online casino and/or sportsbook environments.
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Proficient in CRM systems, automation tools, and chatbot technologies.
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Strong data analysis and reporting abilities.
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Excellent communication skills in native or near-native English.
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Proven leadership and conflict-resolution skills.
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Solid experience operating in UK and other regulated iGaming markets is required.
COMPANY BENEFITS
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A competitive salary and benefits package
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21 days paid annual leave
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Private medical health insurance
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Complimentary daily lunch
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Unlimited snacks and beverages
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Paid training and development opportunities
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Fun and engaging team-building activities
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Birthday and holiday vouchers
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Employee discounts across wellness, fitness, beauty, food, and more
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A supportive and inclusive work environment
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Referral bonus program
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Laura Saltyte, lauras@grsrecruitment.com quoting the above job reference or call +357 25 342 734 for further information.