Über die Stelle
Who are we?
PressEnter Group is a dynamic and innovative force within the iGaming industry, headquartered in Malta. We are a passionate, people-first team dedicated to delivering exceptional online casino experiences, thriving in a fast-paced environment where bold thinking, curiosity, and collaboration drive continuous improvement.
As a VIP Account Manager, you will take full ownership of a high-value player portfolio, combining the commercial mindset of a portfolio manager with the relationship skills of a luxury concierge. You will drive the revenue trajectory of your players, ensuring they remain engaged, profitable, and loyal through data-driven strategies and bespoke service, while contributing to the premium, player-first experience that defines PressEnter Group.
Key Responsibilities:
1. Portfolio Strategy & Revenue Management
· Revenue Ownership: Drive and sustain Net Gaming Revenue (NGR) from your assigned portfolio, ensuring monthly and quarterly targets are met.
· Run Rate Analysis: Monitor daily Deposit Run Rates to identify performance gaps early; execute tactical interventions to keep the portfolio pacing toward targets.
· Commercial Efficiency: Manage the Bonus vs. Deposit % strictly, ensuring reinvestment is profitable and tailored to individual player value rather than fixed-rate bonusing.
2. VIP Lifecycle & Early Life Onboarding
· Early Life Identification: Proactively identify and "onboard" high-potential players during their initial lifecycle, establishing a premium rapport from day one.
· Value Acceleration: Shorten the time-to-value for new VIPs by setting high engagement patterns and increasing their Player Lifetime Value (LTV) trajectory.
3. Retention & Reactivation
· Churn Mitigation: Maintain industry-leading Player Retention Rates by anticipating player needs and resolving friction points before they lead to churn.
· Reactivation: Own the VIP Reactivation Rate, utilizing personalized outreach (WhatsApp, calls, bespoke gifting) to re-engage lapsed high-value accounts.
· Relationship Management: Serve as the primary point of contact, offering 24/7-style "white glove" service to ensure brand top-of-mind.
4. Reporting & Portfolio Insights
· Deliver weekly deep-dives into portfolio health, focusing on NGR trends, deposit velocity, and margin protection.
· Understand the unique "DNA" of your portfolio—identifying which players are "high volume/low margin" vs. "low volume/high margin" to prioritize outreach.
Key Performance Indicators (KPIs):
The success of this role will be measured against the following scorecard:
· NGR from Portfolio: Achievement against monthly revenue targets.
· Bonus vs. Deposit %: Maintaining reinvestment within the company-defined margin
· Player Lifetime Value (LTV): Demonstrated growth in the projected value of assigned accounts.
· Retention Rate: Percentage of portfolio kept active month-over-month.
· Reactivation Rate: Success rate of converting "At-Risk" or "Lapsed" VIPs to "Active."
· Deposit Run Rate %: Accuracy in forecasting and pacing toward monthly deposit goals.
Required Experience & Skills:
· Experience: 2+ years in Online VIP Account Management.
· Analytical Prowess: Ability to analyze complex data sets to understand run rates and player behavior.
· Communication: Elite interpersonal skills; ability to navigate difficult conversations regarding limits or bonuses while maintaining a positive relationship.
· Financial Literacy: A deep understanding of P&L.
· Adaptability: Comfortable working in a fast-paced environment that requires proactive, rather than reactive, engagement.
· Language: English and Finnish Speaking
The Ideal Candidate:
You are a "Commercial Relationship Manager." You don't just wait for the phone to ring; you use your data dashboard to see that a top player’s Deposit Run Rate has dropped, you are already on the phone with a bespoke retention plan before the day ends. You understand that VIP management is a marathon of value, not a sprint of bonuses.
What we offer?
· Inspiring Workspace: Our HQ in Sliema, Malta, with fantastic sea views, shower facilities, and an open-plan working environment
· Flexibility: Hybrid working model to support work-life balance
· Well-being Focus: Access to our Mental Well-Being Program
· Vibrant Culture: Regular social gatherings on our terrace, plus team and company events
· Rewards: Refer a Friend Bonus
· Health & Wellness: Private Health Insurance, Dental Insurance, and wellness vouchers
· Fitness: Discounted gym membership