Player Manager

Overview & Purpose 

At Dream Team Gaming, we power up the excitement by managing four online casino brands in the industry. The Player Developer is responsible for building and maintaining relationships with Loyal Players to enhance their gaming experience and maximize their engagement. 

As part of the Player Development & Management team this role focuses on personalized attention to these players, ensuring their satisfaction and loyalty while encouraging continued engagement with our brands. 

Key Responsibilities: 

• Provide World-Class Service: Deliver exceptional service to our players across various communication channels, including but not limited to email, live chat, and calls 
• First Contact Resolution: Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact. 
• Handle Player Queries: Manage incoming player queries, ensuring responses are timely, professional, and aligned with company service standards, via all contact mediums including but not limited to e-mail and live chat. 
• Problem Resolution: Providing rapid responses to issues or concerns raised by Loyal Players, ensuring their satisfaction with the platform. 
• Monitor Player Satisfaction: Keep track of player engagement and satisfaction, ensuring their experience is continually enhanced by identifying improvements and making recommendations to the management. 
• Outbound Engagement: Proactively reach out to players to maintain engagement, offer promotions, and handle account issues or updates. 
• Relationship Management: Building a rapport with our players, understanding their preferences, and tailoring services to their needs. 
• Proactive Engagement: Regularly contacting players via company approved channels to check in on their experience and keep them engaged with ongoing casino activities. 
• Quality Assurance: Ensure all communications with players meet the highest quality standards and comply with company policies and procedures. 
• Documentation and Reporting: Ensure all player interactions and feedback are accurately documented and reported in internal systems, following company protocols. 
• Revenue Growth: Encouraging higher levels of play and deposit from these Loyal Players through targeted campaigns and promotions. 
• Data Monitoring: Keeping track of Loyal Players' behaviour and activities, using data to predict potential churn and taking action to retain them. 
• Cross-departmental Collaboration: Working with other teams like marketing, customer support, and product development to ensure Loyal Players' feedback is incorporated into services. 

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives. 

Essential Criteria: 

• Team player: Collaborative mindset, with experience working with cross-functional teams (e.g., product, marketing, and compliance teams). 
• Fluent English – both written and spoken. 
• Proven planning and organisational skills. 
• Experience in customer service within a large volume environment or similar, preferably in finance or gaming or a related industry. 
• Strong passion for client services and creating lasting relationships with players.  
• Energetic, dynamic, and enthusiastic about providing VIP-level service. 

Person Specification: 

• The ideal candidate will be a self-motivated energetic individual. 
• Requires a target driven individual. 
• Effective and well-developed communication skills are a prerequisite for the role, both written and verbal. 
• Excellent decision-making ability. 
• Innovation and ability to think "outside the box". 
• Strong work ethic. 
• Ability to thrive is a fast-paced environment and value attention to detail. 
• Strong Relationship Management including understanding the needs, emotions, and motivations of players to offer excellent service. 
• Networking: Skilled at building and maintaining long-term relationships with high-value clients. 
• Customer-Centric approach including proactivity and a service-orientated approach. 
• Discretion and professionalism encompassing confidentiality: handling sensitive information about high-net-worth players with discretion and a professional demeanor: ability to interact with demanding clients while maintaining composure and politeness. 
• Cultural awareness. 

Key Skills:  

• Relationship Management: Ability to build and maintain strong, long-term relationships with high-value players through personalized engagement and consistent communication. 
• Customer Experience Excellence: Deep understanding of player needs and preferences, with a focus on delivering exceptional service and tailored gaming experiences. 
• Communication & Interpersonal Skills: Excellent written and verbal communication skills, with a confident and engaging style across email, chat, phone, and live interactions. 
• Analytical Thinking: Ability to interpret player data, gaming trends, and behavioural insights to identify opportunities for engagement or reactivation. 
• Problem-Solving: Skilled in managing and resolving player concerns with professionalism and empathy while maintaining brand integrity. 
• Collaboration: Works effectively with internal teams such as CRM, Marketing, Product, and Payments to ensure a seamless player experience. 
• Organizational Skills: Capable of managing multiple player accounts and priorities simultaneously in a fast-paced environment. 
• Cultural Awareness: Sensitivity to cultural differences and an understanding of diverse player markets. 
• Technical Proficiency: Comfortable using CRM systems, player management tools, and communication platforms common in the iGaming industry. 
• Discretion & Professionalism: Handles sensitive player information with the utmost confidentiality and integrity. 

Reporting: 

• Managerially Accountable to: Head of Player Experience and Analytics