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 set-up environment

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, utilizing both existing process from the business, as well as scope to introduce new, creative methods to retain this customer segment.

Responsibilities:

• Building exceptional relationships with our high value customer base
• Becoming an expert in resolving problems efficiently, utilizing CX and other departments
• Feeding into the future Strategy, becoming the voice of the customers and striving for a player led experience.
• Proactively contacting customers by phone, email, and chat to remove pain points in their activity, highlighting safer gambling tools, fulfilling AML obligations and gathering feedback.
• Providing regular reporting on customer activity whether on an individual, brand or market level.
• Monitoring key customer activity, identifying opportunities to improve their experience with the group.
• Planning and executing exciting campaigns to ensure competitiveness and a fair level of reward
• Utilizing the Gift and Events Budget to reward players

About you:

• Crucial to be fluent in both Dutch and English whether it’s on e-mail, phone, or chat.
• Experience of working in a high-profile customer focused environment
• Clear understanding of Safer Gambling, AML and Compliance policies in relation to Retention Activity
• Experience with enquiries and interest on becoming more of a specialist when dealing with our high value customer base.
• Commitment to providing world class service to valuable customers.
• Strong relationship building skills, and the ability to build trust
• Flexibility on working hours and able to work various shifts if need be.
• Good at multitasking and prioritizing.
• Experience of working within online gaming, especially regulated markets is an asset
• Being target driven

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 🌎
• €250 Annual Wellbeing Allowance.
• A comprehensive, International private Health Insurance.
• A €250 One-time Hybrid Allowance to help you set-up your home office.
• Breakfast at the office on Tuesdays.
• Lunch at the office on Mondays and Wednesdays.

At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a run together spirit and we always make sure to top it up by having fun! You will not regret picking ComeOn as your next place of work.

At ComeOn Group we value diversity, and we take concrete action to ensure fairness in our recruitment process. We are committed to assess 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 www.comeon-group.com or any of our social media channels to take a deep dive into our culture!

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