(Position Filled) Group Head of Electronic Gaming - London - £50-£60K

Job Title: (Position Filled) Group Head of Electronic Gaming

Salary: £50-£60K

Location: London

Job Description

• The Group Head of Electronic Gaming is responsible for delivering a market leading Electronic Gaming solution across all venues, exceeding customer expectations through the deployment and operation of market leading products, whilst achieving budgeted revenue and profit for the Group.

• This role will be accountable for ensuring the company operates in full compliance with Company and UK Gambling Commission policies & procedures, whilst supporting and helping drive the delivery of all budgeted targets for Electronic Gaming.

• Reports to: Director of Electronic Gaming.

Key Accountabilities

• Product

• Financial Performance & Reporting

• Optimised Player Experiences

• Innovation

• Systems

• Marketing

• Process

• Maintenance

• Administration

• Compliance

Role Requirements

• Management of the delivery and optimisation of Electronic Gaming products across the estate.

• Ensure we are leading the market in terms of innovation, new technologies and products.

• Manage the delivery and installation of all new gaming products, working with suppliers, operational teams and marketing to ensure a success and continued growth.

• Provide regular recommendations for growth, based on strong content management, regional analysis of player behaviour and industry trends, continually striving to improve products and performance.

• Monitor, track and analyse Electronic Gaming product performance, noting any strong trends or anomalous data, reporting this back to the Senior Management team.

• Build close working relationships with the operation across all venues.

• Monitor and report industry and competitor developments, providing structured feedback and recommendations to the business.

• Fully own and manage all Electronic Gaming systems, ensuring the ongoing wellbeing of all systems is maintained and all required reporting is produced, working closely with all appropriate suppliers.

• Fully develop, deliver and own Slot Tournaments, working together with the operation and external suppliers.

• Work closely with Marketing on all Electronic Gaming promotional activities.

• Maximise usage of the Loyalty scheme on all gaming products.

• Help ensure continued, strong working relationships with suppliers.

• Help drive an ethos of service excellence across all gaming products in our venues.

• Responsible for the creation and management of a comprehensive preventative maintenance programme and manage suitable levels of spare parts inventory to minimise downtime.

• Regularly update & maintain the company all relevant procedures & information for gaming products and staff across all our venues.

• Responsible for audit analysis with subsequent recommendations for improvements.

• Lead by example in fostering an open and professional working culture with the operational and senior management teams and provide support, advice & assistance to the Electronic Gaming Tech team.

• Create and establish a robust and structured training programme for all relevant staff.

• Responsible for all Electronic H&S.

Entry requirements

• A minimum of 5 years management experience in a Casino or alternative Electronic Gaming environment.

• Good leadership & management skills.

• Strong knowledge of the electronic gaming industry, products, systems and services.

TO DISCOVER MORE CONTACT PAUL SCULPHER ON PAUL@GRS-RECRUIT.COM

(Position Filled) Compliance Manager - London - £38K - £41K (Pro Rata)

Job Title: (Position Filled) Compliance Manager

Location: London

Salary: £38K - £41K (Pro Rata)

The Company

A successful and expanding online gaming company are seeking a talented Compliance Manager on a 6-month Fixed Term Contract that has the possibility to become permanent.

Responsibilities & Accountability

• Continue advocating a culture of compliance and player protection to ensure all employees adhere with the company’s external regulatory requirements and internal policies and procedures.

• Provide advice for regulatory aspects across the Business, ensuring best practice and compliance as required by the Gambling Commission.

• Advising on Safer Gambling Policy and supporting Safer Gambling processes and ensuring that all employees are trained and adhere to the Safer Gambling Policy requirements.

• Advising on AML Policy and supporting the AML Compliance Officer ensuring that all employees are trained and adhere to the AML/CTF Policy requirements.

• Influencing policy development and ensuring that best practice is followed and adhered to thus minimising potential risk to the company.

• Working closely with the Compliance Team on ensuring all day-to-day duties for player protection and AML are completed to the best standard.

• Co-chairing Compliance Committee meetings whilst delivering the relevant KPI’s and appropriate guidance to the Committee.

• Continue developing a culture of compliance through the business.

• If/when required completing enhanced due diligence checks, including open-source checks, on customers who meet further internal thresholds which includes, but not limited to, collecting and verifying supporting documents.

• If/ when required ensuring overall administration of the worksheets for both Safer Gambling & Anti-money laundering.

• Taking part in the development of the Compliance department.

• Assisting with other ad hoc tasks as assigned.

Required Knowledge and Experience

• At least 3 years’ experience in a similar role.

• At least 3 years’ experience within the gambling (preferably online) industry.

• A good understanding of the three lines of defence risk management model.

• Ideally, a valid Gambling Commission personal management licence holder

• Knowledge of the UK Gambling Act and Gambling Commission’s Licence Conditions and Codes of Practice (remote).

• Strong knowledge of regulatory frameworks and risk mitigation strategies.

Desirable Knowledge

• Knowledge of the UK Gambling Act and Gambling Commission’s Licence Conditions and Codes of Practice (remote).

• Awareness of gambling industry related third party and trade associations, such as GamCare and the Betting and Gaming Council (BGC).

Additional

• This role would best suit a candidate with experience in compliance within the remote gambling sector.

• This is an exciting opportunity with a fast growing, operator with an existing strong compliance culture.

• The successful candidate will work in a small and passionate team in a relaxed and synergetic atmosphere.

• There is a strong possibility of the role becoming permanent as the team continues to grow.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Casino Content Executive, online casino - London, and from home - Competitive Salary

Job Title: (Position Filled) Casino Content Executive, online casino

Salary: Competitive Salary

Location: London, and from home

The Role

• Work will focus on the online arm of a prestigious land-based London casino.

• The Casino Content Executive will have a comprehensive knowledge of games suppliers, new game releases and positioning, and ensuring the product is socially responsible and appropriate for each target market.

• Basic working hours: 40 hours per week – flexibility required. Working from the office and home.

Key Responsibilities

• Being accountable for game releases, roadmap management and positioning.

• Working closely with 3rd Party Suppliers to secure exclusive content.

• Closely supervising competitors and market trends and ensuring product and offering is driven by the market.

• Ensuring that game types and other products are compliant with the LCCP and BGC Codes.

• Monitoring regulatory changes for your market(s) and ensuring that all game content is updated appropriately.

• Reporting changes to the Regulatory Compliance and Risk Committee and seeking approval for changes to content and customer messaging.

• Reporting and following up on any issues you find on the site(s).

• Working hand in hand with the operation team to ensure relevant game releases are capitalised on.

• Support the delivery of the marketing and campaign plans by developing compelling content that considers audience awareness and consistent messaging.

• Work closely with the product manager, SEO/PPC specialist, and operation team to create best in class content for both digital and print on web/APP.

• Maintain and develop the company’s ‘tone of voice’ to maintain brand values.

• Concurrently Social Media Executive.

• In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.

Personal Characteristics & Experience

• Educated to degree level with a relevant degree in English language/literature, Marketing, or related.

• Proven (minimum 2 years) experience working in an online Casino operation in a similar position.

• Excellent attention to detail and highly creative content writer.

• Self-starter with a passion for casinos, talented ideas generator on social media.

• Excellent knowledge of Casino Games and Suppliers (Playtech and Evolution).

• Detail-orientated leader who can encourage a team to deliver great results.

• Strong understanding of online casinos.

• Analytical mind who can share key insights to ensure success in many competitive markets.

Additional

• Working on social media is a fast-paced environment and requires strong mental agility and concentration.

• Swift action is required to report any issues found on sites.

• Acts as the focal point for any regulatory changes for our market(s).

• This role has a significant business impact given that best in class content is created for the company’s web/APP whilst maintaining the company’s brand values.

• Being a highly creative content writer, the Job holder has excellent written communications skills and is also able to share key insights to ensure success in many competitive markets and to maintain the company’s brand.

• Working closely with 3rd party suppliers to secure exclusive content - requires negotiation and persuasion skills.

• The Job holder is responsible for the Company’s web/APP and to generate ideas on social media.

• This role is focused on the delivery of marketing & campaign plans to customers through consistent messaging.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Customer Service Manager, online casino - London, and from home - Competitive Salary

Job Title: (Position Filled) Customer Service Manager, online casino

Salary: Competitive Salary

Location: London, and from home

The Role

• Work will focus on the online arm of a prestigious land-based London casino.

• Full management of developing and delivering a clear dashboard to report daily, weekly, and monthly customer service KPI targets for presentation back to the business; these targets include customer service performance, marketing and compliance reporting.

• Basic working hours: 40 hours per week – flexibility required. Working from the office and home.

Key Responsibilities

• Direct line management responsibility for the Customer Service team; delivery of probation reviews, rota management, development plans, annual leave approval, etc.

• Writing quality copy for scripts, emails, phone calls, messaging / templates for socially responsible interactions.

• Develop a high-quality service process standard, help teams work efficiently and collaboratively by following the procedures.

• Training and coaching the team so our customers have incredible experiences with us.

• Working with the SR manager and Compliance Manager to ensure both timely and responsible Gambling interventions and the collection of required information for AML and affordability assessments.

• Deliver and execute effective daily service levels for all contact channels - Live Chat, Emails, Phones and Case Management.

• Work with our host team to promote cross-channel to our customers.

• Ensure team contact with players, including inbound queries and complaints, with an aim to resolve the issues asap.

• To maintain customer information in accordance with the Data Protection policy.

• Be aware of responsible gambling guidelines, ensuring the business meets its own requirements to be a responsible operator, adhering to specified compliance and license policies and regulations.

• Highest quality of service provided; attainment measured via QA & customer satisfaction surveys.

• Assist with mentoring team members.

• In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.

Personal Characteristics & Experience

• Whilst no formal education is required, the job holder must be a seasoned Customer Service professional with demonstrable experience in managing online gaming/gambling customer service teams.

• The job holder must provide training and coach the team, so that our customers have incredible experiences with us.

• Good communication is a vital element in this role. Instructions must be given clearly to the team, and some negotiating skills may be required in dealings with customers.

Additional

• High levels of concentration are required from the jobholder and the team in their dealings with customer queries and the job holder must ensure that the team is working in an environment that provides the ideal situation for their work to be effective.

• The job holder must monitor the customer service team’s work.

• Relationships with customers must be optimised to create good customer relations. This requires sustained excellence in customer service which leads to a long-term focus on relationships with customers which means valuable business for the casino.

• Decisions will be made in line with the Gambling Commission legislation and guidelines and as well as the Company’s policies and procedures.

• The club relies on the job holder to manage the customer service team and liaise with customers. The job holder is a critical link between success and failure in terms of the customer experience.

• The job holder is seen as role model for the customer service team.

• Highest levels of customer empathy are required to nurture customer relationships over an extended period. The jobholder will need extended patience and always show customers that they are important.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Affiliate Manager/Specialist, Casino (online focus) - London, and from home - Competitive Salary

Job Title: (Position Filled) Affiliate Manager/Specialist, Casino (online focus)

Salary: Competitive Salary

Location: London, and from home

The Role:

• Work will focus on the online arm of a prestigious land-based London casino.

• The Affiliate Specialist will be responsible for identifying potential new affiliate partners within the premium mass value market, creating & building an industry-leading affiliate programme online, ensuring that the reputation of the brand is maintained through the compliant, transparent, and timely management of all affiliates who are part of the programme.

• The main focus will be identifying potential new affiliate partners, promoting our industry-leading and socially responsible affiliate programme to them, negotiating contracts to maximise the ROI, and effectively managing the on-going relationship with partners. There will be a strong focus on regulatory compliance, particularly compliance with the LCCP, CAP and BCAP codes and the Industry Code for Socially Responsible Advertising.

• The role requires ongoing monitoring of contracted affiliates to maintain a high standard of regulatory compliance in their representation of the business.

• Basic working hours: 40 hours per week – flexibility required. Working from the office and home.

Key Responsibilities

• Developing and proactively managing a portfolio of live casino affiliate customers and ensuring you have in-depth understanding of the financial value of your portfolio.

• Responsible for new business via affiliate acquisitions by identifying new high value customer opportunities.

• Responsible for the retention of, and business growth with, current affiliate partners.

• Negotiating and reviewing commercial agreements with all partners.

• Analysis of campaigns, reporting ROI results, and devising strategies to move forward.

• Conversion rate optimisation: Monitoring and analysing results of all campaigns, including weekly and monthly KPI reports.

• Establishing and maintaining strong partner relationships through regular contact which will include face to face meetings, and telephone and email communication.

• Proactively managing your online marketing budget.

• Developing and maintaining market-leading industry knowledge of affiliate marketing to assist with delivering a first-class service.

• Working with numerical data presented in a variety of reports and spreadsheets.

• Working closely with the operation team, translate affiliates programme into concrete campaigns, ensure full documentation for all processes and compliance.

• Delivering acquisition and retention campaigns to our affiliates, both off the shelf and bespoke, to meet the requirements of a given deal.

• Outgoing personality with a 'can do’ attitude, work in a relaxed but professional and fast-paced environment with internal and external teams.

• Responsible to ensure that all associate affiliates are using compliant advertising and marketing practices.

• Report compliance issues to the VIP Acquisitions Manager and where appropriate to the Compliance Director.

• In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.

Personal Characteristics & Experience

• Whilst no formal education is required, the job holder must be a seasoned affiliate professional with the ability to develop and maintain market-leading industry knowledge of affiliate marketing to assist with delivering a first-class service. Analytical and numerical skills are also required.

• The job holder must sensitively develop relationships and demonstrate that the club cares about customers and their business. Persuasion and negotiation need to be of a very high level and bring about the required result without harm.

• Communication skills and sensitive understanding of different outcomes are the key differentiator when it comes to the target audience.

Additional

• Competition for loyalty is intense and every method to keep affiliates engaged, in a socially responsible way, needs to be implemented. The Job holder is at the heart of the business.

• The jobholder must manage the affiliate relationships and develop good working relationships with the marketing team.

• All Affiliates need to know they are valued and play an important role in the online operation. The highest empathy is required to nurture affiliate relationships.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM