Senior Account Relationship Manager

About UsWe’re a digital entertainment company creating engaging online platforms people love. With teams operating from London, Malta, and Gibraltar each platform is designed to offer unique, engaging, and innovative digital experiences. From immersive betting platforms to exciting casino games and interactive online entertainment, our brands deliver cutting-edge technology and user-focused design. Arena prioritises the use of innovative technology, decentralised where possible and builds with an AI first mindset to create the highest quality end product for our users. Not challenged by legacy systems, we are blue sky thinkers changing the landscape of digital entertainment. Brand Overview:

WOW Vegas and Rolla are cutting-edge social casinos that offers an electrifying gaming experience to players in the US and Canada. Our mission is to bring the glitz and glamour of Las Vegas directly to our players, providing a diverse range of high-quality casino games that are both fun and engaging. We pride ourselves on creating a vibrant and inclusive community where players can enjoy a seamless and thrilling gaming adventure. We are dedicated to innovation, excellence, and the continuous enhancement of our platformAbout the Role:

We’re seeking an experienced and personable Senior Account Relationship Manager to join our team in Gibraltar, managing relationships with high-value players in our growing online casino sweepstakes platform. You’ll be the primary point of contact for high-profile customers, ensuring they receive exceptional, tailored service and a seamless gaming experience. This is a player-facing role focused on building strong relationships, increasing retention and loyalty, and maintaining the highest standards of service for our most engaged users, primarily across the North American market. Key Responsibilities:

High-Value Customer Relationship ManagementServe as the dedicated account manager for a portfolio of high-value players, offering proactive, personalised support. Build strong, long-term relationships through regular and meaningful communication. Understand individual preferences to tailor promotions, offers, and service experienceEngagement & RetentionMonitor customer activity to identify opportunities for engagement, retention, and reactivation. Coordinate exclusive promotions and offers to enhance loyalty and increase lifetime value. Assist in onboarding and educating newly identified high-value players. Collaboration & ComplianceWork closely with CRM, Marketing, Risk, and Responsible Gaming teams to ensure a consistent and compliant customer experience.

Ensure all interactions align with regulatory requirements and internal policiesReporting & InsightTrack customer performance, behaviour, and feedback to inform strategies and service improvements. Provide regular reporting and insights on high-value customer trends and activity to managementMentorship & DevelopmentSupport junior team members by sharing knowledge and best practices. Help evolve the high-value customer management approach and contribute to refining internal processes. Requirements: 3 + years of experience in an account management, customer relationship role within the online casino or iGaming industry. Proven ability to manage and nurture relationships with high-value customers, preferably in the North American market.

Exceptional communication and interpersonal skills with confidence across various communication channels. Detail-oriented and customer-focused with a proactive mindset. Familiarity with sweepstakes or regulated online gaming environments is a strong advantage. Flexibility to work rotational shifts including nights, weekends, and holidays. Proficiency in CRM tools, analytics platforms, and Microsoft Office Suite. Please note - Working Hours: Full-time, 40 hours per week. Rotational shift pattern: 4 days on, 4 days off (always consecutive), including nights, weekends, and public holidays.