Rewards Executive - Mecca Bingo

Job Description

Company DescriptionThe Rank Group is growing rapidly within both our Venues and Digital businesses. If youre not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which,together with our existing Digital business, forms Rank Interactive.We operate a multi-branded strategy, using a combination of proprietary and licensed software to provide online bingo and slot gaming and a social gaming mobile application.We employ circa 6,000 people globally and 350 for Rank Interactive across our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar South Africa & IsraelWe empower our colleagues to work at the peak of their strengths and passions by providing innovative and collaborative working environments that attract, retain and engage high-performing talent. As an evolving business, we are always adding exciting newbrands and concepts to our venues and digital offering. By joining an office-based or operational function with us, youll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams.We look for ambitious, focused and energetic individuals to work in our RI family. We are big on culture and being a great place to work.Job DescriptionThe Rewards Executive role is the perfect opportunity for an enthusiastic driven candidate to work for the Loyalty and Rewards Division of Rank Interactive.The role will be to predominantly provide excellent service to loyal customer accounts and assist the Bingo Rewards Team manager in the retention, reactivation and acquisition of Rewards players for Rank Interactive.This role will also include a focus on Hospitality & Event Planning, CRM, Marketing and 1-2-1 communication with customers. This will include travel to hospitality events and the occasional overnight stay.Delivering value from our loyal rewards customers is a critical strategic capability for driving revenue across the business.

• Work across multiple products, with a focus on bingo, slots and games
• Develop ongoing relationships through reactivation, retention and acquisition campaigns
• Daily contact with players including feedback and concerns resolved
• Ensure that target and service levels are maintained, and quality control procedures adhered to
• Owning investigations, queries and escalations from start to finish
• Weekly reporting to Bingo Rewards Team Manager on a specific customer group
• Liaising with various teams on a daily basis such as Fraud & Payments, CRM, Customer Service and external suppliers
• Host bespoke activities and events as part of the Bingo Rewards scheme, with the aim of developing existing relationships and acquiring potential business opportunities
• Manage seasonal gifts and rewards for customers, ensuring contact is made to the customer so we are able to acknowledge we value their loyalty
• Monitoring customer spend and hold Safer Gaming conversations when needed. Be aware of safer gambling guidelines, and act as a responsible operator, adhering to specified compliance and license policies and regulations
• Assist the Customer Verification Team when required for any Enhanced Due Diligence needs
• Ensure compliance and adherence to the Ranks Rewards & High Value Customer & Incentivisation policy
• Work with our retail clubs to promote cross channel to our customers
• To meet targets against productivity, quality and KPIs set by the Rewards Operations Manager

Qualifications

• Strong customer service skills.
• Proven knowledge and or experience of bingo/gaming/casinos.
• Knowledge of customer service and retention.
• Proficient in Microsoft Excel, Word and Outlook.
• Ability to manage and host a group of customers with confidence.
• Prepared to go the extra mile when required.
• Ability to remain professional and productive whilst under pressure.
• Excellent communication both written and oral.
• Strong interpersonal skills.
• Excellent time management and organisational skills.
• Enthusiastic team player with the drive to work independently.
• Outgoing personality with a can do attitude.
• Ability to come up with ideas/concepts and suggestions/improvements and follow these through to implementation.