Mecca Rewards Executive Navigation House, 1 S Quay Dr, Sheffield S2 5SU, UK

Company Description Rank Interactive is the name behind grosvenorcasino.com and meccabingo.com. At our Sheffield based customer solutions hub we manage contacts from our valued digital customers in teams ranging from Inbound to VIP and Fraud. We look for ambitious, focused and energetic individuals to work in our RI family. We are big on culture and being a great place to work. Job Description The Mecca Rewards Executive role is the perfect opportunity for an enthusiastic driven candidate to work for the Rewards Division of Rank Digital. The role will be to predominantly manage high value customer accounts and assist the Rewards manager in the retention, reactivation and acquisition of Rewards Plus players for Rank Digital. This role will also include a focus on Hospitality & Event Planning, CRM, Marketing and 1-2-1 communication with customers. This will include travel to hospitality events and the occasional overnight stay. Delivering value from our Rewards Plus customers is a critical strategic capability for driving revenue across the business. The working hours will be flexible but predominantly 09:00am to 6:00pm. You will be required to work any extra hours to ensure the needs of the business are met. You may be required to work the occasional weekend. Main Responsibilities include: Work across multiple products, with a focus on casino, games and bingo Managing high end clientele through email, phone and account messaging on a daily basis Develop ongoing profitable relationships through reactivation, retention and acquisition campaigns Daily contact with players including feedback and concerns resolved Ensure that target and service levels are maintained and quality control procedures adhered to Owning investigations, queries and escalations from start to finish Weekly reporting to Rewards Operations Manager on a specific customer group Liaising with various teams on a daily basis such as Fraud & Payments, CRM, Customer Service and external suppliers Host bespoke high end activities and events as part of the Rewards Plus scheme, with the aim of developing existing relationships and acquiring potential business opportunities Manage gifts for Rewards plus customers on special occasions, birthdays and anniversaries Monitoring customer spend and hold Responsible Gaming conversations when needed. Be aware of responsible gambling guidelines, and act as a responsible operator, adhering to specified compliance and license policies and regulations Assist the Customer Verification Team when required for any Enhanced Due Diligence needs Work with our retail clubs to promote cross channel to our customers To meet targets against productivity, quality and KPIs set by the Rewards Operations Manager The working hours will be flexible but predominantly 09:00am to 6:00pm. You will be required to work any extra hours to ensure the needs of the business are met. You may be required to work the occasional weekend. Qualifications Experience of managing and looking after high end clientele. Strong customer service skills. Knowledge of customer service and retention. Proficient in Microsoft Excel, Word and Outlook. Ability to manage and host a group of high end clients. Prepared to go the extra mile when required. Ability to remain professional and productive whilst under pressure. Excellent communication both written and oral. Strong interpersonal skills. Excellent time management and organisational skills. Enthusiastic team player with the drive to work independently. Outgoing personality with a 'can do’ attitude. Previous expereince in the industry is not essential Additional Information All your information will be kept confidential according to EEO guidelines.