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Account Manager

VGW

Summary

The job is for a Senior Relationship Manager who will manage a portfolio of top tier players, ensuring they receive the best experience and customer care. The role involves building strong relationships with approximately 150 valued players, handling high-level escalations, and proactively communicating new features and products to increase value. The candidate should have 3-5 years of demonstrated B2C relationship management experience, proficiency in using various software and technology platforms, and an understanding of the ‘player’ mentality. The company is committed to building an equitable, diverse, and inclusive workplace.

Job description

Purpose 

To sustainably manage a portfolio of top tier players who demand the very best experience and customer care. Additionally, anticipate their needs and build an experience that surpasses our players’ own high expectations. Work within a contact approach which includes tailored offers, gifts and ‘bucket list’ experiences, ensuring our top tier customers become advocates of Chumba.

 

Responsibilities

Senior/Highly Skilled Relationship Building:

  • Strategically service a portfolio of approx. 150 valued players. 
  • Confidently handle high level escalations and diffuse heated situations.
  • Compliant with all team and business mandates with minimal supervision.
  • Take responsibility for increasing your product and brand knowledge. Proactively communicate new features and products to the relevant players in your portfolio, act on opportunities to educate customers on features and products to increase value.

Responsible Social Gameplay (RSG):

  • Live by VGW’s company values by prioritising the safety and stability of your players.
  • Continally seek to educate players about Responsible Social Gameplay tools.
  • Identify and act on potential RSG flags within your player portfolio.

Compliance:

  • Be the bridge between the customer and compliance teams, supporting Chumba in adhering to their compliance obligations.
  • Identify and minimise risk by escalating compliance related cases to relevant teams.

Retention:

  • Demonstrate the ability to articulate and understand the headlines, KPIs and key activities which drive the performance of your portfolio.
  • Monitor and analyse player activity and behaviour to identify drops and spikes, proactively acting on opportunities to enhance the player’s experience.
  • Run your portfolio as if it were your own P&L; ensure you work within budgets for player bonuses and events, whilst also working towards targets.



Qualifications, Skills & Experience:

  • 3-5 years demonstrated B2C relationship management experience.
  • Demonstrated effectiveness at sustaining high value level relationships.
  • 2-3 years experience hitting productivity targets.
  • Demonstrated proficiency using various software and technology platforms, including CRM database management experience.
  • An understanding of the ‘player’ mentality is a benefit.
  • 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.

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Location: Toronto, ON, Canada

Country: Canada

Date found: 2023-04-29

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