VIP Account Manager (Spanish Speaking)

We are seeking a data-driven, highly motivated VIP Account Manager with professional proficiency in Spanish and English to join our fast-paced gaming team in Spain, Ceuta.

In this role, you will take full ownership of our VIP player portfolio, driving retention, executing targeted reactivation projects, and implementing strategic promotional campaigns.

The ideal candidate possesses a strong gaming background, exceptional communication skills, and a proven track record of handling high-value customer relationships with discretion and efficiency.

 

Key Responsibilities:

*Strategic & Portfolio Management

• Implement VIP Strategy: Execute and monitor the success of the overarching VIP strategy, ensuring alignment with corporate goals.
• Retention & Reactivation: Take full ownership of retention and reactivation projects across your assigned portfolio to maximize player lifetime value (LTV).
• Data & Performance Tracking: Keep all player records current, maintaining a clear awareness of market performance, KPIs, and the drivers behind portfolio fluctuations.

 

*Collaboration & Innovation

• Promotional Alignment: Work closely with VIP Management to ensure the VIP strategy is seamlessly reflected in our promotional approach.
• Campaign Ideation: Propose, design, and follow through on innovative ideas and engaging techniques for VIP promotions.
• Process Optimization: Proactively recommend process and procedural changes to optimize current workflows and establish industry best practices.

 

*Support & Escalation

• Advanced Support: Assist the VIP support team with complex escalations, taking total ownership to resolve issues to the highest standards.
• Ad-Hoc Tasks: Support senior leadership by executing delegated tasks and projects as required.

 

Job Requirements:

*Language & Communication

• Spanish: Native or C1 proficiency (both verbal and written).
• English: Professional proficiency.
• Excellent interpersonal and communication skills, with the confidence and self-assurance to make decisive choices.

 

*Experience & Knowledge

• Industry Background: Strong gaming background with previous internet and/or e-commerce experience.
• Customer Service: Robust experience in high-tier customer service or account management.
• Fast-Paced Environments: Proven ability to thrive under pressure in a fast-moving, dynamic environment.

 

Skills & Competencies:

• Execution & Ownership: Able to conceptualize ideas and independently drive them through to implementation.
• Time Management: Exceptional organizational, prioritization, and time-management skills.
• Analytical Thinking: Strong analytical reasoning with the ability to rationalize and prioritize business needs.
• Target-Driven: Highly conscientious, data-driven, and comfortable working toward strict SLA and KPI targets.
• Trustworthiness: High level of integrity, discretion, and trustworthiness when handling sensitive VIP data.

 

Nice-to-Have:

• Previous experience navigating the Spanish gaming regulation framework.
• Practical understanding and experience with AML, DD, EDD, and CDD procedures.
• Experience handling Responsible Gaming protocols.