GRS are working with a well-established and rapidly growing iGaming platform provider who are looking for a Player Relationship Manager to lead its player-facing team. If you're passionate about customer experience, responsible gaming, and working in regulated markets, this role offers an exciting opportunity to make a real impact in a dynamic, international environment. You will be responsible for leading a high-performing Player Relationship team, driving engagement, retention, and satisfaction for players across various jurisdictions — with a strong focus on compliance, particularly within the UK and Malta. You’ll also oversee VIP player engagement strategies and help implement digital tools that enhance player communication and journey.DUTIES AND RESPONSIBILITIESLead and manage the Player Relationship team, ensuring top-tier service across live chat, email, and phone.Ensure full compliance with Responsible Gaming practicesOversee VIP player engagementOptimise automated player communications via CRM campaignsHandle complex player issues, including VIP complaintsWork cross-functionally with Compliance, Marketing, Payments, and other departmentsAnalyse player behaviour and team performance data to guide decision-making.Drive innovation by identifying opportunities for automation and AI integration.Support team development through coaching, mentoring, and strategic workforce planning.CANDIDATE PROFILELeadership experience in Player Support, VIP, or Player Relationship roles within iGaming.In-depth understanding of Responsible Gaming practicesHands-on experience managing VIP players in online casino and/or sportsbook environments.Proficient in CRM systems, automation tools, and chatbot technologies.Strong data analysis and reporting abilities.Excellent communication skills in native or near-native English.Proven leadership and conflict-resolution skills.Solid experience operating in UK and other regulated iGaming markets is required.COMPANY BENEFITSA competitive salary and benefits package21 days paid annual leavePrivate medical health insuranceComplimentary daily lunchUnlimited snacks and beveragesPaid training and development opportunitiesFun and engaging team-building activitiesBirthday and holiday vouchersEmployee discounts across wellness, fitness, beauty, food, and moreA supportive and inclusive work environmentReferral bonus programDue to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.To apply for this position, please email your CV to Laura Saltyte, quoting the above job reference or call +357 25 342 734 for further information.
