HVC Executive

We are looking for a Spanish speaking HVC Executive to join our commercial team and be a key part of supporting our platform for high value customers. You will be working in a small team dedicated to ensuring player safety is at the heart of everything we do. 

The role will cover all aspects of account management, operational processes of the HVC programs, the loyalty and rewards program, as well as the player lifecycle. You will also support on delivering the objectives and overall strategy of the HVC program. 

Main Accountabilities & Responsibilities:

Build exceptional relationships with high value clients to provide a personalised service and gaming experiences tailored to them, across all products 

Introducing a package of benefits for HVC’s ensuring they receive the best customer service and experience in the industry 

Support with analyses and report on the HVC segments, identifying player movements and opportunities to retain and generate loyalty 

Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements and regulations 

Support in campaigns that will drive activity for high value customers, ensuring that they are generated in a timely manner, results monitored and reported 

Maximize and enhance the customer journey and promote responsible gambling, aimed at strengthening profitable relationships 

Work alongside the Product, CS and CRM teams to increase player activity and drive turnover 

Support & Work alongside Marketing and Events teams to plan and execute events; entertain and host customers at various local and global events 

Proactively make outbound calls to clients providing them with information and promotional opportunities as required 

Provide regular updates on the progress of work/tasks/projects 

As a team player you work well with others and are transparent and genuine; to nurture this culture within the team, providing open and constructive feedback to them and other departments too. 

What’s needed for success – Experience & Qualifications:

Experience in a similar role or can demonstrate knowledge and experience in customer management. Fluent in Spanish and English, with good skills in Excel and data platforms 

Strong analytical and communication skills, with a very strong commercial awareness and focus 

Ability to work under pressure while meeting deadlines and delivering to reach performance KPIs 

Excellent written and verbal skills, with a strong attention to detail and ability to present to senior stakeholders