Player Relationship Manager
Player Relationship Manager
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Job Description
An established international iGaming solution provider with offices in Cyprus and a strong global presence is looking to hire a Player Relationship Manager to lead its teams in Limassol and Larnaca.
This is a key leadership role focused on player engagement and ensuring compliance with regulatory requirements across multiple jurisdictions including the UK and Malta.
If youre ready to lead a high-performing team and make an impact in a fast-paced regulated environment Emerald Zebra would like to hear from you.
Responsibilities:
- Lead and manage the Player Relationship team ensuring outstanding service to players across all communication channels (live chat email phone).
- Ensure strict adherence to Responsible Gaming obligations tailoring actions to the requirements of the UK including safer gambling messaging risk monitoring and escalation procedures.
- Oversee VIP player management under non-UK jurisdictions ensuring high-value players are engaged through tailored communication strategies while always respecting compliance requirements.
- Manage and optimise player communication automations including CRM campaigns chatbot workflows and other digital engagement tools.
- Handle complex and sensitive player cases including RG escalations VIP complaints and cross-departmental issues (payments compliance).
- Collaborate closely with Compliance Payments and Marketing teams to ensure a unified player-first approach that aligns with company policies.
- Analyse team performance and player behaviour data generating actionable insights and reports for senior management.
- Identify and implement automation and AI opportunities to improve player journey efficiency.
- Coach and mentor the team promoting a culture of responsibility compliance and player protection.
- Oversee scheduling and workforce planning to ensure adequate coverage across all players contact channels.
- Report to the Head of Operations and provide regular updates on team performance and strategic initiatives.
Requirements:
- 2 years experience managing teams in a Player Relationship / VIP / Customer Support function within the iGaming industry.
- Strong knowledge of Responsible Gaming practices including jurisdiction-specific requirements (especially UKGC and MGA).
- Hands-on experience in VIP player management within online casino and/or sports betting.
- Familiarity with Microsoft tools CRM systems automation tools and chatbot technologies.
- Strong analytical skills with the ability to interpret data and present insights clearly.
- Excellent written and verbal communication skills in native or near-native English.
- Strong people management skills with a focus on coaching motivation and conflict resolution.
- iGaming experience focused on the UK market and other regulated jurisdictions required.
Benefits:
- Career development opportunities within a growing international business
- Health insurance
- Paid training
- Company provided lunch & snacks
Location: Limassol and Larnaca
Employment Type
Full Time
