Spanish Premier Customer Loyalty Account Manager

The  Premier Customer Loyalty Team  is a customer-focused, high-performing group that sets the standard for engagement, compliance, and adaptability. We build strong, lasting relationships by deeply understanding customer needs and delivering tailored, meaningful experiences at every touchpoint.

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What sets the team apart is its exceptional flexibility. We pivot quickly in response to changing market conditions, unexpected challenges, and new opportunities, consistently delivering excellence regardless of circumstances. This agility ensures we not only meet evolving customer expectations but exceed them through proactive, personalized solutions that leave a lasting impression.

As a Premier Customer Account Manager at Evoke, your mission is to maximize portfolio performance while delivering an exceptional experience to our most valued customers. This role combines analytical expertise with relationship management, requiring you to assess portfolio trends, understand customer behavior, and act as a trusted point of contact. By leveraging data-driven insights and customer feedback, you will implement targeted strategies that drive retention, growth, and long-term loyalty, directly contributing to sustained revenue and business success.

What you'll be doing:
Portfolio Management:
Manage a Premier Customer customer portfolio, focusing on retention, loyalty enhancement, and value extraction. Develop and implement strategic action plans tailored to individual customer needs and preferences.
Customer Engagement:
Build and maintain strong rapport with customers, enhancing retention and activity through personalized interactions and understanding of customer behavior.
Strategic Analysis:
Utilize CRM tools and data analysis to monitor portfolio trends and customer behavior, identifying opportunities for targeted promotions and engagement strategies.
Promotional Strategies:
Inform and offer tailored promotions to customers, aiming to increase loyalty and enhance the overall customer experience.
Event Management:
Engage with customers face-to-face during events to strengthen relationships and ensure a cohesive experience.
Cross-Departmental

Collaboration:

Serve as the primary point of contact for Premier Customer Loyalty related queries, collaborating with internal departments to resolve issues efficiently.
Responsible Gaming:
Identify and take appropriate actions for customers exhibiting signs of problematic gambling behavior, promoting a safe and responsible gaming environment.
Important Work Schedule Information
Account Managers operate a variety of 8-hour shifts, scheduled according to business needs, from Monday to Sunday.
Coverage is primarily required between  10:00 a.m. and 10:00 p.m. , subject to change based on operational requirements.
Work schedules follow a  5 days on / 2 days off  rotation.
Bank Holidays are treated as regular working days  and are included in the annual holiday allowance.
All schedules and shift allocations are determined by company needs.

Who We Are Looking For
Minimum  3 years’ experience as an Account Manager  or  5 years’ experience in the online gaming industry .
Strong  analytical skills , with proficiency in  Excel and MS Office .
Proven  sales expertise , including the ability to upsell and cross-sell to high-value clients.
Excellent  customer focus and strategic mindset , with the ability to develop and execute strategies that drive customer satisfaction and portfolio growth.
Adaptable and flexible in response to changing market trends and customer needs.
Fluent in Spanish and English , with excellent written and verbal communication skills.
Experience in  internet/e-commerce  and customer-centric roles.
Strong team player who is also  self-motivated  and able to work with minimal supervision.
Proactive, resilient, and able to work under pressure while meeting deadlines.
Eligibility to work in Ceuta without restrictions .
Willingness to  travel internationally .

Preferred Experience & Behaviors
Previous experience managing  Premier or high-value customers ,…