Job description

Are you passionate about building lasting customer relationships and delivering exceptional service? We're looking for an Italian-speaking Premier Customer Account Manager to join a close-knit team of nine Account Managers where collaboration, communication, and mutual support are at the heart of everything we do.

This is an exciting opportunity to manage your own portfolio of valued Premier Customers, helping to enhance their experience, increase loyalty, and drive long-term engagement. You'll work across phone, email, and chat channels, providing a highly personalised service while becoming a trusted point of contact for your customers. The team works together to achieve shared goals, celebrate success, and create an environment where everyone can thrive.

The team works 5 days a week with 8 hour shifts across Monday - Saturday, 10am-6pm & 12pm-8pm

What you'll be doing

Manage and develop relationships with a dedicated portfolio of Premier Customers, acting as their primary point of contact.
Proactively engage customers to increase loyalty, retention, and overall account activity.
Deliver outstanding support via phone, email, and live chat.
Promote relevant offers, incentives, and campaigns to enhance the customer experience and encourage engagement.
Monitor customer activity, analyse account performance, and create action plans where appropriate.
Balance customer support responsibilities alongside account management activities, projects, and follow-ups.
Represent the business at customer events and face-to-face meetings, building deeper and more meaningful relationships.
Collaborate closely with colleagues to contribute towards team objectives and company OKRs.

Who we are looking for -

We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply to this post, you will have:

Native or bilingual proficiency in Italian and English.
Previous experience in Live Casino is preferred, however customer account management, customer loyalty, VIP services, e-commerce, or a customer-focused environment will be considered.
Good working knowledge of Microsoft Office, particularly Excel, with the ability to interpret and analyse customer data.
A proactive, professional, and approachable communication style with the ability to perform effectively in a fast-paced environment.

What we offer

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

Financial: Competitive salary, pension, and bonus schemes.
Hybrid working: Our Gibraltar-based employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! Employees living in Spain and working in Gibraltar are required to work from the office 80% of the time.
Holiday entitlement: Your 25 days holiday is topped up by 12 bank holidays.
Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
Life assurance: Safeguarding your financial future and offering peace of mind.
Perks and discounts: Discounts at a range of high-street retailers.
Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits.
Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.

More about evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

Apply

At evoke, we prioritise diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!

William Hill

Italian Premier Customer Loyalty Account Manager

About the Job

Requirements

Responsibilities

Desired Qualifications

About the Company

William Hill

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