Account Executive

VGW

Summary

The job is for a player relationship manager at Chumba Casino. The role involves managing a portfolio of players, building relationships with them, and providing exceptional customer service. The manager will be responsible for monitoring and analyzing player activity, making strategic decisions to increase retention and monetization, and maintaining compliance with company processes. The ideal candidate should have 2-3 years of experience managing client portfolios, be tech-savvy, and possess strong interpersonal and communication skills. The company is committed to building an equitable, diverse, and inclusive workplace.

Job description

Purpose:

To manage a portfolio of players who demand the very best experience and customer care. To anticipate needs and build an experience that surpasses our players' highest expectations. To work within a contact approach that includes tailored offers, gifts and ‘bucket list’ experiences, ensuring our customers become advocates of Chumba Casino.

Responsibilities

Create trusted relationships with players:

Build relationships and trust with the players through friendly and helpful service in line with their expectations.
Go above and beyond to solve players’ queries as satisfactorily as possible.
Confidently handles high-level escalations and diffuses heated situations.

Strategic decision-maker:

Be your own analyst and manage a portfolio of 250+ players strategically. Monitoring and reacting to the performance of your portfolio on a regular basis. Choosing where to focus in order to achieve goals while keeping the business and the players' best interests in mind.
Monitor and analyse player activity and behaviour to identify drops and spikes, proactively acting on opportunities to enhance the player’s experience .
Increase retention and monetization of your portfolio, positively impacting Chumba’s revenue.

Aim to follow the company's processes:

Compliant with all team and business mandates with minimal supervision.
Attention to detail to ensure that your communication with the players is in line with the company's business model.

Build and maintain close relationships with internal stakeholders

Maintain close contact and relationship making sure to stay on top of changes and releases.
Work closely with the Account Executives and Account Managers to ensure that everything is in line and that the players are satisfied.

Qualifications, Skills & Experience:

2 - 3 years’ experience managing a portfolio of clients.
Experience managing relationships and interactions with customers and potential customers using a CRM database management.
Demonstrated ability to establish and sustain relationships with customers.
Strategic with time management distinguishing between what is important and what is urgent.
Tech-savvy.
Ability to understand the implications of actions and make recommendations for solutions.

Personal Competencies:

Accountability. Accepts responsibility for outcomes (positive or negative) of one’s work.
Attention to detail. Accurately and carefully follows established procedures for completing work tasks.
Communication. Clearly communicates ideas, information, proposals, instructions, issues, and questions using appropriate tone and language. Demonstrates honesty; keeps commitments; behaves in a consistent manner.
Teamwork and collaboration. Adheres to the team’s expectations and guidelines; fulfils team responsibilities; demonstrates personal commitment to the team.
Building trust. Demonstrates honesty; keeps commitments; behaves in a consistent manner.
Interpersonal skills. Demonstrates clear, professional, and respectful communications in all interactions, consistent with an inclusive work environment. Treats others with dignity and respect.

VGW Canada Inc. is committed to building an equitable, diverse, and inclusive workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.

Location: Toronto, ON, Canada

Country: Canada

Date found: 2023-04-11

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