Senior Live Casino Account Manager

To grow Live Casino revenue through premium client care service and collaborate with PP business, product, tech and operations to deliver a 360 view for clients regarding their performance.

Live Casino client care is responsible to acquire, maintain and optimise business relationship and partnerships in key markets, to achieve business KPIs. This will be by building closer working relationship, increasing loyalty for PP product and providing clients with the most relevant, personalised, and rewarding experience in a sustainable way.

Goal:

Achieving revenue targets by owning direct overall relationship including the following (non-exhaustive list):

1. Game positioning of existing games
2. Proactive release and positioning of new games/tables
3. Bespoke promotions and embedding PP Drops & Wins
4. Addition or growth of dedicated tables
5. Launching new products and new markets
6. Improving KPI’s

Responsibilities

1. Measuring and analyzing the performance of the operator’s tables both generic and dedicated
   1. BJ Table optimization
   2. Network / Market / Operator benchmarks data
   3. Min/Max stake
   4. Side bets use
   5. Game positioning
   6. Peak/low hours
2. Optimization
   1. Actions on improving the above
3. Make recommendations to clients around dedicated tables and expansion
4. In-depth Monthly/Quarterly performance reporting/QBR, reviews, insights with recommendations and strategy/focus points meetings
5. Update Clients and manage any changes, planned and unplanned downtime ahead of time where possible
6. Proactively up-sell options to clients for exclusive games / content / new games launch exclusivity in coordination with the Sales team
7. Ensure execution of client requests with respect to appearance, scripts, uniforms, requirements where reasonable a. Filter out what we will/won't do; b. Ensure execution of what we will do
8. Risk related matters
   1. Winning / Losing player analysis
   2. Management of problematic cases and escalations
   3. Min/Max stake and RTP monitoring
9. As close to real time updates on big winners, VIP player and high roller activity where possible
10. POC for all client Live Casino Managers queries
11. Competitor reviews
    1. Get a list of features and games from competitors the operators like / find useful
    2. Feed this info in to PP roadmap
12. Player journey review and optimization
    1. Is the player journey bias to Evo
    2. Optimization of cashier button, game categories etc
    3. Compared to other operators flows which are performing better for PP
    4. Give feedback to operator on customer experience
13. 24x7 assistance to clients with queries and concerns
14. Work with PP AM to increase revenue on tier 3 accounts
15. Management and oversight between operator and PP on new dedicated studio build project from A-Z
16. Quality of marketing assets
17. Crisis management
18. Work with the operators to create automation and tools to make everything easier and more practical
    1. Everything should be available with the click of a button
    2. Manual work needs to be automated where possible

Other responsibilities:

1. Training to AM's that manage smaller accounts

2. Solving obstacles we will face with major Tier 1 clients to make a clearer cookie cutter for new accounts

3. Drive development backlog of requirements relating to LC client care to establish a best in class service