Player Relationship Manager

2 weeks ago

Limassol, Cyprus Emerald Zebra Full time

An established international iGaming solution provider with offices in Cyprus and a strong global presence is looking to hire a Player Relationship Manager to lead its teams in Limassol and Larnaca.

This is a key leadership role focused on player engagement and ensuring compliance with regulatory requirements across multiple jurisdictions, including the UK and Malta.

If you're ready to lead a high-performing team and make an impact in a fast-paced, regulated environment, Emerald Zebra would like to hear from you.

Responsibilities:

  • Lead and manage the Player Relationship team, ensuring outstanding service to players across all communication channels (live chat, email, phone).
  • Ensure strict adherence to Responsible Gaming obligations, tailoring actions to the requirements of the UK, including safer gambling messaging, risk monitoring, and escalation procedures.
  • Oversee VIP player management under non-UK jurisdictions, ensuring high-value players are engaged through tailored communication strategies, while always respecting compliance requirements.
  • Manage and optimise player communication automations, including CRM campaigns, chatbot workflows, and other digital engagement tools.
  • Handle complex and sensitive player cases, including RG escalations, VIP complaints, and cross-departmental issues (payments, compliance).
  • Collaborate closely with Compliance, Payments, and Marketing teams to ensure a unified, player-first approach that aligns with company policies.
  • Analyse team performance and player behaviour data, generating actionable insights and reports for senior management.
  • Identify and implement automation and AI opportunities to improve player journey efficiency.
  • Coach and mentor the team, promoting a culture of responsibility, compliance, and player protection.
  • Oversee scheduling and workforce planning to ensure adequate coverage across all players contact channels.
  • Report to the Head of Operations and provide regular updates on team performance and strategic initiatives.

Requirements:

  • 2+ years experience managing teams in a Player Relationship / VIP / Customer Support function within the iGaming industry.
  • Strong knowledge of Responsible Gaming practices, including jurisdiction-specific requirements (especially UKGC and MGA).
  • Hands-on experience in VIP player management within online casino and/or sports betting.
  • Familiarity with Microsoft tools, CRM systems, automation tools, and chatbot technologies.
  • Strong analytical skills, with the ability to interpret data and present insights clearly.
  • Excellent written and verbal communication skills in native or near-native English.
  • Strong people management skills with a focus on coaching, motivation, and conflict resolution.
  • iGaming experience focused on the UK market and other regulated jurisdictions required.

Benefits:

  • Career development opportunities within a growing international business
  • Health insurance
  • Paid training
  • Company provided lunch & snacks 

Working hours: Monday to Friday, 09:00 - 17:00
Location: Limassol and Larnaca

For more information or to apply for the above role, please send your cv or reach out to marie.pavlou@emeraldzebra.cy

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