Spanish Premier Customer Loyalty Account Manager

The
Premier Customer Loyalty Team
is a customer-focused, high-performing group that sets the standard for engagement, compliance, and adaptability. We build strong, lasting relationships by deeply understanding customer needs and delivering tailored, meaningful experiences at every touchpoint.

What sets the team apart is its exceptional flexibility. We pivot quickly in response to changing market conditions, unexpected challenges, and new opportunities, consistently delivering excellence regardless of circumstances. This agility ensures we not only meet evolving customer expectations but exceed them through proactive, personalized solutions that leave a lasting impression.

As a Premier Customer Account Manager at Evoke, your mission is to maximize portfolio performance while delivering an exceptional experience to our most valued customers. This role combines analytical expertise with relationship management, requiring you to assess portfolio trends, understand customer behavior, and act as a trusted point of contact. By leveraging data-driven insights and customer feedback, you will implement targeted strategies that drive retention, growth, and long-term loyalty, directly contributing to sustained revenue and business success.

What you'll be doing:

• Portfolio Management: Manage a Premier Customer customer portfolio, focusing on retention, loyalty enhancement, and value extraction. Develop and implement strategic action plans tailored to individual customer needs and preferences.
• Customer Engagement: Build and maintain strong rapport with customers, enhancing retention and activity through personalized interactions and understanding of customer behavior.
• Strategic Analysis: Utilize CRM tools and data analysis to monitor portfolio trends and customer behavior, identifying opportunities for targeted promotions and engagement strategies.
• Promotional Strategies: Inform and offer tailored promotions to customers, aiming to increase loyalty and enhance the overall customer experience.
• Event Management: Engage with customers face-to-face during events to strengthen relationships and ensure a cohesive experience.
• Cross-Departmental Collaboration: Serve as the primary point of contact for Premier Customer Loyalty related queries, collaborating with internal departments to resolve issues efficiently.
• Responsible Gaming: Identify and take appropriate actions for customers exhibiting signs of problematic gambling behavior, promoting a safe and responsible gaming environment.

Important Work Schedule Information

• Account Managers operate a variety of 8-hour shifts, scheduled according to business needs, from Monday to Sunday.
• Coverage is primarily required between
  10:00 a.m. and 10:00 p.m.
  , subject to change based on operational requirements.
• Work schedules follow a
  5 days on / 2 days off
  rotation.
• Bank Holidays are treated as regular working days
  and are included in the annual holiday allowance.
• All schedules and shift allocations are determined by company needs.

Who We Are Looking For

• Minimum
  3 years' experience as an Account Manager
  or
  5 years' experience in the online gaming industry
  .
• Strong
  analytical skills
  , with proficiency in
  Excel and MS Office
  .
• Proven
  sales expertise
  , including the ability to upsell and cross-sell to high-value clients.
• Excellent
  customer focus and strategic mindset
  , with the ability to develop and execute strategies that drive customer satisfaction and portfolio growth.
• Adaptable and flexible in response to changing market trends and customer needs.
• Fluent in Spanish and English
  , with excellent written and verbal communication skills.
• Experience in
  internet/e-commerce
  and customer-centric roles.
• Strong team player who is also
  self-motivated
  and able to work with minimal supervision.
• Proactive, resilient, and able to work under pressure while meeting deadlines.
• Eligibility to work in Ceuta without restrictions
  .
• Willingness to
  travel internationally
  .

Preferred Experience & Behaviors

• Previous experience managing
  Premier or high-value customers
  , ideally within the gaming industry.
• Strong understanding of the
  Spanish market
  and customer behavior.
• Demonstrated
  problem-solving and analytical abilities
  , with a confident and pragmatic decision-making style.
• Results-driven
  with a proactive approach to tasks and projects.
• Excellent
  typing and conversational skills
  .
• High level of
  integrity, reliability, and trustworthiness
  .
• Ability to work effectively
  both independently and as part of a team
  .
• Additional languages
  are a plus.

What we offer:

Our roles offer more than just a job, you'll become part of the evoke family We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial:
  Competitive salary and Performance related bonus.
• Hybrid working:
  Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up
• eLearning
• Health & wellbeing:
  Tools and services to help support your well-being, including support with mental health and financial education.
• Healthcare:
  We prioritize your health and well-being, offering comprehensive healthcare benefits.
• more

More about evoke

We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green,
evoke
is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That's the future. That's
evoke
.

At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family