Player Relationship Manager

Location: Limassol and Larnaca, Cyprus

Company: ProgressPlay

The opportunity:

Are you passionate about building strong, lasting relationships with players? Do you thrive in leading motivated teams to deliver exceptional customer experiences in a fast-paced, regulated environment? ProgressPlay is seeking a
Player Relationship Manager
to lead our Team in Cyprus. The role is crucial in delivering
exceptional player engagement
,
managing VIP players
with care and
ensuring full compliance
with diverse regulatory requirements across jurisdictions such as the UK and Malta.

Join us to lead a dynamic team and make a meaningful impact in the iGaming industry by championing player satisfaction and responsible gaming.

Responsibilities:

• Team Leadership and management:
  Lead and
  manage the Player Relationship team,
  deliver top-notch service via chat, email, and phone. Manage scheduling and workforce planning to ensure adequate coverage across all players contact channels.
• Player engagement and compliance:
  Ensure strict
  responsible gaming practices,
  especially for UK and other regulators such as safer gambling messaging, risk monitoring and escalation procedures.
  Engage VIP players
  with personalized strategies, balancing care with compliance. Handle tough cases like escalations and cross-team issues smoothly.
• Operational excellence and innovation:
  Optimize player communication using
  CRM campaigns, chatbot workflows, and digital engagement tools
  to enhance the player journey. Identify and implement automation and AI opportunities to improve efficiency and player satisfaction.
• Collaboration and Reporting:
  Work closely with Compliance, Payments, and Marketing teams to
  align on a unified, player-first approach,
  consistent with company policies.
  Analyse team performance and player behaviour data
  , generating clear insights and reports.
  Provide regular updates
  to the Head of Operations on team performance and strategic initiatives.

Requirements:

• At least
  2 years
  of experience
  managing teams
  in Player Relationship, VIP, or Customer Support roles within the iGaming industry, with strong people management skills focused on coaching, motivation, and conflict resolution.
• Deep understanding of
  Responsible Gaming practices
  , including jurisdiction-specific requirements (especially
  UKGC
  and
  MGA
  ).
• Hands-on experience
  managing VIP players
  in online casino and/or sports betting environments, applying tailored engagement strategies while consistently meeting compliance standards.
• Familiarity with Microsoft tools,
  CRM systems
  , automation tools, and chatbot technologies.
• Strong analytical skills to interpret data related to team performance and player behaviour, and to generate
  clear, actionable insights
  .
• 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, understanding their specific requirements and market dynamics.

Why Join ProgressPlay? (Remuneration & Benefits):

We believe in investing in our people and providing a supportive, engaging environment. You'll enjoy:

• Career Development:
  Clear paths for professional growth.
• Work-Life Balance:
  21 days of paid annual leave.
• Health & Wellness:
  Comprehensive medical health insurance and an employee discount program covering health, wellness, fitness, and more.
• Fantastic Office Perks:
  Complimentary daily lunch, plus unlimited snacks and beverages.
• Great Culture:
  A positive and supportive team, with regular team-building activities.
• Rewards & Recognition:
  Monetary vouchers on your birthday and other occasions, plus a generous employee referral bonus.
• Paid Training:
  We support your continuous learning and development.

About ProgressPlay:

Since 2012 ProgressPlay has been an industry-leading provider of high-quality turnkey solutions gaming platforms that can be fully tailored to fit all our customers' needs. We offer full turnkey solutions for casinos and sports for the online gaming industry, including Operations, CRM, Gambling licenses, Platform, Player Management, Payment Processing, and Customer Care services, to help maximize the success of our clients' turnkey solutions brands. We strive to provide only the highest quality cutting-edge gaming platform, along with the know-how and full customer support service for online casino and sportsbook operators in search of a one-stop business solution. ProgressPlay already has more than 80 well-established partners in the casino vertical. Licensed out of U.K and Malta with offices in Cyprus, and Israel, ProgressPlay is in a fantastic position to continue its rapid global growth.

For more information, please visit

.