Contract: Full-time, Permanent

Work-mode: On-site (ideal candidate will be required to work in our clients' Limassol and Larnaca offices - 2 to 3 days per week in each office)

Location: Limassol and Larnaca, Cyprus

Salary: Up to €3,500 gross per month plus monthly commission (approximately between €1,000 and €2,000)

Responsibilities

• Lead and manage the Player Relationship team across multiple jurisdictions, ensuring exceptional service across all channels (live chat, email, phone)
• Ensure full compliance with Responsible Gaming regulations, particularly in the UK market, including implementation of safer gambling practices and escalation procedures
• Oversee VIP player engagement strategies under non-UK jurisdictions, with tailored communications that reflect high compliance standards
• Optimise player communications through CRM campaigns, chatbot workflows, and automation tools
• Handle sensitive player matters, including responsible gaming escalations, VIP disputes, and issues involving compliance or payments
• Collaborate with key internal departments (Compliance, Marketing, Payments) to align player engagement with company policies and values
• Analyse team performance and player behaviour to generate reports and actionable insights for management
• Identify opportunities for automation, AI integration, and continuous improvement of the player journey
• Mentor and coach team members to promote a culture of compliance, responsibility, and customer-first thinking
• Oversee scheduling and workforce planning to maintain consistent service coverage
• Report to the Head of Operations, providing regular updates on performance metrics and strategic developments

Requirements

• Minimum 2 years’ experience in managing teams within Player Relationship, VIP, or Customer Support functions in the iGaming sector
• In-depth understanding of Responsible Gaming standards, including UKGC and MGA requirements
• Proven experience in VIP player relationship management in an online casino and/or sportsbook environment
• Comfortable using CRM systems, chatbot tools, Microsoft Office, and digital communication platforms
• Strong analytical capabilities with the ability to translate data into insights
• Excellent English communication skills (native or near-native)
• Strong leadership and interpersonal skills, including coaching and conflict resolution
• Familiarity with regulated markets, particularly the UK, is essential

Benefits

• Career growth in a fast-scaling international organisation
• Competitive salary and benefits
• 21 days of paid annual leave
• Private medical insurance
• Complimentary lunch and daily snacks
• Paid training and development opportunities
• Team-building events and company discounts across wellness, lifestyle, and retail
• Birthday and special occasion vouchers
• Employee referral bonuses
• Supportive and inclusive work environment