Player Relationship Manager
- Λεμεσός
- Μόνιμη
- Πλήρης Απασχόληση
- 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.
- 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 - required.
- Career development opportunities in a growing international business.
- Competitive salary and benefits package
- 21 days Paid Annual Leave
- Medical Health Insurance
- Complimentary lunch
- Team Building Activities
- Monetary voucher on Birthdays and additional occasions
- Employee Discounts on a wide range of products and services (from Health & Wellness and Fitness to Beauty and Food & Beverages)
- Referral Bonus
- Paid Training
- Unlimited daily snacks and beverages
- Supportive and positive working environment