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Trevor Malsbury

@trevormalsbury

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Strategic management professional with 20 years of customer engagement experience.

Mauritius

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What I'm looking for

I seek a role that values customer engagement and offers opportunities for strategic impact and team leadership.

I am a strategic and customer-focused management professional with over 20 years of experience in the digital gaming industry. For the past four years, I have successfully led high-value customer and rewards initiatives for one of the UK’s top online bingo brands, consistently exceeding performance targets and delivering over £1 million in monthly Net Gaming Revenue. My strong leadership skills and data-driven decision-making have enabled me to enhance player engagement and loyalty while optimizing VIP lifecycle strategies.

Throughout my career, I have demonstrated a commitment to excellence by maintaining top-tier player satisfaction scores and fostering a results-oriented culture within my teams. I have a proven track record of analyzing campaign outcomes and leveraging advanced customer insight tools to drive strategic planning and service delivery. My experience spans various roles, including managing VIP player bases and executing retention campaigns, which have equipped me with a comprehensive understanding of customer engagement and loyalty strategies.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – High Value Customers & Rewards

Current

Rank Interactive

Jun 2021 - Present (4 years 4 months)

Led the HVC and Rewards team to consistently exceed performance targets, delivering £1 million+ in monthly Net Gaming Revenue (NGR). Maintained top-tier player satisfaction scores (5/5) while scaling the team from 6 to 12 members and fostering a results-oriented culture.

Data Analysis CRM Marketing Automation Project Management Microsoft Office Suite Customer Retention Team Leadership Campaign Optimization

VIP Account Manager

Stride Gaming / Rank Interactive

Jan 2019 - Jan 2021 (2 years)

Managed the VIP player base across several bingo brands, including Kitty Bingo, Lucky Pants Bingo, Give Back Bingo, and Bingo Extra. Developed tailored offers for active and lapsed players, tracking impact and ROI.

Campaign Management SMS Marketing Email Marketing Optimove ROI Reporting

Senior VIP Account Executive

Stride Gaming

Jan 2016 - Dec 2019 (3 years 11 months)

Provided dedicated support and engagement strategies for VIP players across key brands, including Kitty Bingo, Lucky Pants Bingo, Bingo Extra, Magical Vegas, and Spin and Win. Managed player tier reviews, upgrades, and downgrades monthly.

VIP Support Player Tier Management Offer Performance Tracking

Council Member

Basildon Borough Council

May 2014 - Jan 2016 (1 year 8 months)

Elected Councillor for Lee Chapel North. This role involved representing the community and participating in local governance.

Community Representation Public Speaking Policy Discussion Stakeholder Engagement

Client Service Executive

Barclays Corporate Bank

Apr 2010 - Aug 2015 (5 years 4 months)

Managed high-value multinational corporate clients on behalf of the bank. This involved building strong client relationships and ensuring their financial needs were met.

Client Management Relationship Building Financial Services Account Management

Deputy Manager

Ladbrokes Coral

Jun 2007 - Apr 2010 (2 years 10 months)

Managed several retail betting outlets across the east of London. This included overseeing daily operations, staff management, and ensuring compliance with regulations.

retail management Operations Management Staff Supervision Customer Service Compliance Inventory Management

Education

Degrees, certifications, and relevant coursework

Udemy

Executive Diploma, Leadership and Management

2025 - 2025

Focused on advanced leadership strategies, team management, and decision-making in organizational contexts. This diploma enhanced my ability to lead and manage teams effectively.

Udemy

Certificate, Customer Relationship Management

2025 - 2025

Comprehensive training in customer engagement, retention strategies, and CRM tools to optimize customer experiences. This certification provided in-depth knowledge of CRM best practices.

Institute of Administration Management (IAM)

Certificate, Administration

2011 - 2011

Gained expertise in administrative functions, office management, and organizational operations, including document management and resource planning. This certificate provided a strong foundation in administrative practices.

Dale Carnegie Training

Training, Leadership

2006 - 2006

Developed key leadership skills, including conflict resolution, team motivation, and performance management to improve team effectiveness. This training enhanced my capabilities as a leader.