Player relationship manager

Since 2012, our client has been a leading provider of high-quality, fully customizable turnkey solutions for the online gaming industry. Their comprehensive offering includes casino and sports betting platforms, along with services such as operations, CRM, gaming licenses, platform and player management, payment processing, and customer support. These solutions are designed to help operators launch and manage successful online casino and sportsbook brands with ease.

With a strong focus on innovation and quality, my client delivers state-of-the-art gaming platforms backed by extensive expertise and end-to-end support. They currently partner with over 80 established brands in the casino sector and hold licenses in the UK and Malta. They are currently well-positioned for continued international growth.

They are currently seeking a Player Relationship Manager to lead their teams in Limassol and Larnaca, focusing on elevating player engagement while ensuring full compliance with regulatory requirements across multiple jurisdictions (UK, Malta, and others).

Job 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. 

Remuneration & Benefits:

Career development opportunities in a growing international business.

Competitive salary and benefits package

21 days Paid Annual Leave

Medical Health Insurance

Complimentary lunch

Team Building Activities

Monetary voucher on Birthdays and additional occasions

Employee Discounts on a wide range of products and services (from Health & Wellness and Fitness to Beauty and Food & Beverages)

Referral Bonus

Paid Training

Unlimited daily snacks and beverages

Supportive and positive working environment