VIP Account Manager - Nordic

2 Days ago • All levels • Account Management

Job Summary

Job Description

The VIP Account Manager - Nordic will be responsible for retaining the Norwegian high-value customer base. This role involves building strong customer relationships, efficiently resolving issues, contributing to VIP strategy, proactively contacting customers (phone, email, chat), providing regular reporting, identifying experience improvement opportunities, planning and executing campaigns, and utilizing the gift and events budget. The ideal candidate possesses online gaming experience (casino and sportsbook), VIP enquiry handling skills, excellent communication (English and Norwegian), multitasking abilities, and a target-driven approach. Responsibilities include ensuring customer satisfaction, compliance, and utilizing safer gambling tools. The role requires strong interpersonal skills, flexibility in work hours, and the ability to take ownership of tasks.
Must have:
  • Build strong customer relationships
  • Efficient problem resolution
  • Proactive customer contact
  • Fluent in English and Norwegian
  • Experience with VIP clients in online gaming
  • Data analysis and reporting
Perks:
  • Competitive remuneration package and bonus scheme
  • Quarterly team events and weekly company events
  • Work from home setup bonus
  • Hybrid work arrangement
  • Up to 40 days fully remote work
  • Wellbeing allowance
  • International private health insurance
  • Office breakfasts and lunches

Job Details

Description

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.

Location: Malta + Hybrid

Reporting into the VIP Operations Team Leader, the role will be responsible for ensuring we retain our Norwegian High Value Customer base and be a part of the wider Account Management Team. The aim is to ensure the best possible experience for High Value customers in Norway. The position will suit an outgoing individual who will always put the customer first and proactively look for retention opportunities, all while ensuring we are going above and beyond from a Safer Gambling and regulatory perspective.

This key position will work with all departments where customer touchpoints exist, ensuring full compliance with every process. With support from the wider Account Management function, retention is the key KPI here, utilising both existing process from the business, as well as scope to introduce new, creative methods to retain this customer segment. 

Responsibilities:

● Build exceptional relationships with our high value customer base

● Become an expert in resolving problems efficiently, utilising CX and other departments

● Feed into the future VIP Strategy, becoming the voice of the customers and striving for a player led experience.

● Proactively contact customers by phone, email, and chat to remove pain points in their activity, highlight safer gambling tools, fulfil AML obligations and gather feedback.

● Provide regular reporting on customer activity whether on an individual, brand or market level.

● Monitor key customer activity, identifying opportunities to improve their experience with the group.

● Plan and execute exciting campaigns to ensure competitiveness and a fair level of reward

● Utilise the Gift and Events Budget to reward players

About you:

So, you have been in the online gaming industry for a while and have experience with both the casino and sportsbook services. In your previous experience, you have worked with VIP enquiries and would like to become more of a specialist when dealing with our high value customer base.

You have shown positive interpersonal skills and can quickly build a rapport with high value players. Every player should be treated as a VIP and that is your mantra, and that is why you deliver the best customer service.

When it comes to communication you are confident and articulate well in both English and Norwegian. This is fine by you whether it’s on e-mail, phone, or chat. You are there for players when needed, flexible with your work hours and able to work various shifts if need be.

Moreover, you are good at multitasking and prioritising. Your line manager does not tell you what to do as you are trusted and able to take ownership of daily tasks. Shown once, and you know what to do, asking questions when a task is new but quick to pick up skills and processes quickly.

Being target driven, the competitive salary and bonus structure appeal to you and you like to prove to yourself and team that you can meet targets; both monthly and quarterly ones to meet predetermined productivity, quality and service levels that ComeOn sets to reach top service!

So what can you expect from ComeOn as a place of work?

  • A competitive remuneration package inc. a company bonus scheme! 💰
  • Fantastic quarterly team events and weekly company events 😎
  • A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
  • On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere 🌎
  • Wellbeing allowance
  • A comprehensive, International Private Health Insurance
  • Breakfast at the office on Tuesdays
  • Lunch at the office on Mondays and Wednesdays

At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a run together spirit and we always make sure to top it up by having fun! You will not regret picking ComeOn as your next place of work.

At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assess candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are.

Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!

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About The Company

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.


So - what can you expect from ComeOn as a place of work?


At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a #runtogether spirit and we always make sure to top it up by #havingfun!


The ComeOn Moment


That moment when right before the roulette ball stops, or during when the penalty shoots out in the world cup final, when time slows down, when every heartbeat can be felt, when you think, whisper or scream ComeOn, ComeOn, ComeOn!


You don’t have to be a gambler to work at ComeOn Group, but you have to understand the power of having something at stake, with the potential to win or lose. We have all experienced this, if not with money on the table, maybe it was our hearts!

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