ARM Account Manager - German & Bulgarian Speaking

Company Description

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together. GeneralH15 Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.



Job Description

We are looking for a German & Bulgarian speaking Account Relationship Manager (ARM Account Manager) to join our team in Sofia, Bulgaria. In the role you will be responsible for building a personal relationship with selected customers identified as high value and high-potential clients.

The aim is that you (the ARM Account Manager), will become the main point of contact between the company and the customer. By communicating via telephone, emails and live chats, the customer should feel comfortable discussing any issue with you, including (but not limited to) responsible gaming, bonuses, revenue and source of funds.

What you will do 

• Build and maintain relationships with allocated players 
• Ensure regulatory requests can be completed when required
• Partake in the strategic ambition of the account management team to drive growth and revenue to ultimately build loyalty to the brand
• Conduct all responsible gambling and AML interactions with account customers where possible
• Identify potential new account customers via daily business analysis and reporting
• Handle/resolve customer issues /dispute resolutions ensuring the customer feels valued
• Work as an integral part of the account management team to influence player activity with a view to maximise retention
• Ensure that clear communications into and out of the team to ensure we deliver a leading service to our customers and relevant feedback to the product and marketing teams
• Coordinating with the hospitality manager for the organisation of events and to optimise the hospitality experience – attend these events with your customers

• The role will involve working shifts (9am – 6pm / 11am – 8pm) and weekend work (minimum of one weekend a month). " CET time.



Qualifications

• Native in Bulgarian and fluent in German & English
• Previous experience in an account management role or strong Customer Service experience.
• Industry experience would be preferred.
• Proven track record of outstanding safer gambling relationship management        
• You will have a high interest and good all- round knowledge of licensed online gaming in both sports and casino    
• Outstanding personal relationship management skills.    
• Ability to work in a self-contained / independent environment knowing when to escalate and when to make your own decisions.    



Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in Malta, Sofia or Vienna you can expect to receive great benefits like (benefits may slightly differ depending on your location):

• Group bonus scheme
• Hybrid working – 2 days in the office
• Life assurance – 2x Annual Salary
• Ability to buy holiday
• Free subscription to wellbeing app Unmind
• Additional “It's Your Game” day off to use at either Christmas or New Year
• Entain & Enhance days – 2 paid days off to focus on your professional or personal development
• Share save scheme
• Team Spirit - events (e.g. Action Day, Roof-top BBQ party), team building (e.g. EOY Party), sports activities (e.g. tennis, yoga, football) and pro-bono activities

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves. 

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.