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Player Relationship Manager
2 weeks ago
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
