Retention Executive - Netherlands

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Managing a multi-brand portfolio on its proprietary platform, offering a secure, innovative, and entertainment-driven player experience in both casino and sports. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.

Location: Malta + Hybrid

Reporting into the VIP Team Leader, the role will be responsible for ensuring we retain our Dutch High Value Customer base and be a part of the wider Account Management Team. The aim is to ensure the best possible experience for High Value customers in Netherlands. The position will suit an outgoing individual who will always put the customer first and proactively look for retention opportunities, all while ensuring we are going above and beyond from a Safer Gambling and regulatory perspective.

This key position will work with all departments where customer touchpoints exist, ensuring full compliance with every process. With support from the wider Account Management function, retention is the key KPI here, utilising both existing process from the business, as well as scope to introduce new, creative methods to retain this customer segment.

Responsibilities:

● Build exceptional relationships with our high value customer base

● Become an expert in resolving problems efficiently, utilising CX and other departments

● Feed into the future VIP Strategy, becoming the voice of the customers and striving for a player led experience.

● Proactively contact customers by phone, email, and chat to remove pain points in their activity, highlight safer gambling tools, fulfil AML obligations and gather feedback.

● Provide regular reporting on customer activity whether on an individual, brand or market level.

● Monitor key customer activity, identifying opportunities to improve their experience with the group.

● Plan and execute exciting campaigns to ensure competitiveness and a fair level of reward

● Utilise the Gift and Events Budget to reward players

About you:

• So, you have been in the online gaming industry for a while and have experience with both the casino and sportsbook services. In your previous experience, you have worked with VIP enquiries and would like to become more of a specialist when dealing with our high value customer base.
• You have shown positive interpersonal skills and can quickly build a rapport with high value players. Every player should be treated as a VIP and that is your mantra, and that is why you deliver the best customer service.
• When it comes to communication you are confident and articulate well in both English and Dutch. This is fine by you whether it’s on e-mail, phone, or chat. You are there for players when needed, flexible with your work hours and able to work various shifts if need be.
• Moreover, you are good at multitasking and prioritising. Your line manager does not tell you what to do as you are trusted and able to take ownership of daily tasks. Shown once, and you know what to do, asking questions when a task is new but quick to pick up skills and processes quickly.
• Being target driven, the competitive salary and bonus structure appeal to you and you like to prove to yourself and team that you can meet targets; both monthly and quarterly ones to meet predetermined productivity, quality and service levels that ComeOn sets to reach top service!
  

So what can you expect from ComeOn as a place of work?

• A competitive remuneration package inc. a company bonus scheme! 💰
• Fantastic quarterly team events and weekly company events 😎
• A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
• On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere
• Wellbeing allowance
• A comprehensive, International Private Health Insurance
• Breakfast at the office on Tuesdays
• Lunch at the office on Mondays and Wednesdays
  

At ComeOn, we've embraced a Hybrid Work model, giving our employees the flexibility to work some days at home. Our offices are thoughtfully designed to support this model, featuring practical workspaces for focused efforts and collaborative zones for dynamic creative exchanges. We believe in the power of collaboration to drive innovation and success. While our offices are known for their vibrant atmosphere, rest assured that our primary focus is on achieving results together. We prioritize efficiency and maintain a balance between hard work and camaraderie. When you visit our offices, expect a warm welcome and professional support. Choose ComeOn for your next career move, and experience a workplace that values productivity, teamwork, and the spirit of collaboration.

At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assessing candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are.

Want to know more about us just visit our website or any of our social media channels to take a deep dive into our culture!