Key Duties/Responsibilities: 

• Lead and manage the Player Relationship team, ensuring outstanding service to players across all communication channels (live chat, email, phone).
• Ensure strict adherence to Responsible Gaming obligations, tailoring actions to the requirements of the UK, including safer gambling messaging, risk monitoring, and escalation procedures.
• Oversee VIP player management under non-UK jurisdictions, ensuring high-value players are engaged through tailored communication strategies, while always respecting compliance requirements.
• Manage and optimise player communication automations, including CRM campaigns, chatbot workflows, and other digital engagement tools.
• Handle complex and sensitive player cases, including RG escalations, VIP complaints, and cross-departmental issues (payments, compliance).
• Collaborate closely with Compliance, Payments, and Marketing teams to ensure a unified, player-first approach that aligns with company policies.
• Analyse team performance and player behaviour data, generating actionable insights and reports for senior management.
• Identify and implement automation and AI opportunities to improve player journey efficiency.
• Coach and mentor the team, promoting a culture of responsibility, compliance, and player protection.
• Oversee scheduling and workforce planning to ensure adequate coverage across all players contact channels.
• Report to the Head of Operations and provide regular updates on team performance and strategic initiatives.

Key Skills/Experience: 

• 2+ years’ experience managing teams in a Player Relationship/VIP/Customer Support function within the iGaming industry.
• Strong knowledge of Responsible Gaming practices, including jurisdiction-specific requirements (especially UKGC and MGA).
• Hands-on experience in VIP player management within online casino and/or sports betting.
• Familiarity with Microsoft tools, CRM systems, automation tools, and chatbot technologies.
• Strong analytical skills, with the ability to interpret data and present insights clearly.
• Excellent written and verbal communication skills in native or near-native English.
• Strong people management skills with a focus on coaching, motivation, and conflict resolution.
• iGaming experience focused on the UK market and other regulated jurisdictions.

Key Benefits: 

• Attractive base salary.
• Monthly bonus scheme.
• Private medical insurance.
• Complimentary lunches.
• Team building activities.
• Employee discounts on a wide range of products and services.
• Paid training.
• Supportive and positive working environment.

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