Account Relationship Manager - DAZN Bet

Job Description

The Account Relationship Manager is responsible for increasing scale within the VIP Sports segment through DAZN upgrades and external acquisition and embedding a culture of personalization in the approach to how customers are managed and rewarded. The role will align closely with DAZN, Marketing & Gaming and will develop and execute a VIP Sports strategy which maximises the profitability of all VIP Sports segments/cohorts. This role will be based in our Madrid office. Please note, our Talent Acquisition team and some Hiring teams are based in the UK so parts of the recruitment process will be in English. Please also upload your resume in English, thanks!

As our new Account Relationship Manager - DAZN Bet, you’ll have the opportunity to:

• Develop and execute a strategic plan for high-value customer care and retention, aligning with company objectives.
• Establish and maintain strong relationships with high-value players through regular communication and personalized interactions.
• Analyze high-value player data to identify trends, preferences, and opportunities for personalized offers and experiences.
• Collaborate with marketing teams to design and implement targeted campaigns to engage and retain high-value customers.
• Monitor high-value player activity and proactively address any issues or concerns to ensure a seamless gaming experience.
• Plan and organize exclusive high-value customer events, promotions, and experiences to enhance player loyalty and satisfaction.
• Stay updated on industry trends and competitor activities to continually improve high-value services and offerings.
• Manage high-value player accounts, including handling withdrawals, bonuses, and special requests in a timely and efficient manner.
• Develop and maintain ARM customer program policies, procedures, and guidelines to ensure consistency and fairness.
• Collaborate with finance teams to monitor high-value player spending patterns and optimize revenue generation.
• Act as a point of escalation for high-value player issues, providing prompt and effective resolution to maintain player satisfaction.
• Conduct regular performance evaluations and provide ongoing training and development opportunities for the ARM team.

You'll have:

• Proven experience within a similar role in the Betting & Gaming industry
• Strong leadership and management skills, with experience of working in a multi-brand organisation desirable
• Experience of working in a complex and dynamic environment essential
• A strong knowledge of the Sportsbook product and a good knowledge of all Gaming products
• Energetic, enthusiastic individual with sound communication skills and proven commercial awareness
• A quick thinker who can react to a VIP customer’s needs in pressure situations
• Analytical, able to disseminate information and data into business plan and strategy
• Ability to build strong relationships with key stakeholders in other parts of the business

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. DAZN VALUES – THE ‘HOW’ IN WHAT WE DO: AMBITIOUS – people who want to make a big impact and drive DAZN forward. INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things. PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it. People who love what they do and show commitment every day. BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results. SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions. At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience. Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can. We look forward to hearing from you. Apply for this job