B2Spin Limited

Account Manager

• Own and proactively manage a portfolio of high-value VIP players, acting as their dedicated point of contact
• Build deep, long-term relationships by understanding each VIP’s preferences, behaviours, motivations, and expectations
• Maintain regular, proactive phone-based and digital communication, complemented by in-person engagement where strategically appropriate
• Travel to meet VIP players to strengthen relationships, improve retention, and unlock long-term commercial value
• Monitor player activity and performance metrics to identify churn risk, revenue opportunities, and engagement trends
• Plan and execute upsell and cross-sell strategies through personalized offers, promotions, and experiences
• Deliver tailored, high-touch VIP experiences that go beyond standard customer service
• Re-engage declining or inactive VIPs using targeted retention strategies
• Collaborate closely with internal teams (CRM, Promotions, Product, Payments, Customer Support) to ensure seamless VIP account management
• Gather structured VIP feedback and act as the voice of the player internally to help evolve and improve the VIP program

VIP Account Manager

Customer Support

• Deliver outstanding service by addressing customer inquiries with professionalism and empathy across multiple channels (email, chat, phone).
• Investigate and resolve customer complaints by identifying issues, determining root causes, and implementing effective solutions.
• Manage complex or high-priority customer issues and guide junior agents through difficult situations.
• Recommend relevant products or services by analyzing customer feedback and usage trends.
• Go the extra mile to enhance customer satisfaction and promote brand loyalty.
• Maintain accurate and detailed logs of all customer interactions and update customer records.
• Consistently meet or exceed team KPIs and SLAs in a remote, metrics-driven environment.
• Share best practices and contribute ideas to enhance customer support operations.

Customer Support Agent

Strategy

• Own strategic planning and execution of campaign activity across all brands, translating business goals into actionable CRM strategies
• Act as strategic bridge between Retention, Product, BI, and Brand teams, representing CRM as a key growth driver in cross-departmental initiatives
• Build performance frameworks and reporting dashboards, leading quarterly reviews to identify success patterns and innovation opportunities
• Lead and develop two Strategy Managers and their teams (Reactive CRM, Automation, Monetisation), providing coaching, performance management, and career development
• Build team capabilities across specialist domains, ensuring knowledge sharing and succession planning
• Foster innovation culture and drive measurable impact through effective team leadership and collaboration
• Oversee the full campaign lifecycle from ideation to reporting, maintaining structured calendars that balance reactive performance and proactive brand-building
• Partner with Operations to ensure flawless campaign execution in Bloomreach and Retool, driving continuous improvement through data-driven insights
• Maintain hands-on involvement in complex campaign optimization while empowering teams for day-to-day execution

Head of Strategy

Customer Success Manager

• Translate CRM Strategist briefs into accurate campaign builds across Retool, Bloomreach, and other operational platforms.
• Execute all configurations in line with established processes, documentation, and brand-specific requirements.
• Complete end-to-end QA on your own builds, ensuring targeting, logic, rewards, and scheduling are correct before handover for final approval.
• Manage assigned workload proactively, flagging risks to timelines or dependencies early to the Team Lead.
• Follow the team’s QA framework, checklists, and naming conventions to maintain high operational accuracy.
• Ensure every campaign meets compliance, data-privacy, and operational standards prior to launch.
• Support peer reviews when required, offering constructive, detail-oriented feedback.
• Validate the availability and correctness of key data points required for your campaigns (segments, attributes, event triggers, reward parameters).
• Escalate detected data issues to the Team Lead, Martech, or BI as appropriate.
• Document anomalies clearly to support faster investigation and incident resolution.
• Follow all operational workflows consistently, contributing feedback to help refine them over time.
• Identify repetitive tasks suitable for templates or automation and share suggestions with the Team Lead.
• Participate in retrospectives, knowledge-sharing sessions, and testing of new operational tools or enhancements.
• Work closely with CRM Strategists to clarify requirements, feasibility, and edge cases for each campaign.
• Communicate build timelines, blockers, and dependencies clearly and early.
• Support the flow of feedback from execution back into the strategy teams by documenting outcomes, constraints, or optimisation opportunities.
• Maintain accurate records of your campaign builds, QA outcomes, and delivery timelines.
• Contribute data to operational KPIs such as throughput, error rate, and SLA adherence.
• Support post-mortems by providing clear, factual detail on build steps, assumptions, and findings.

CRM Specialist

Graphics Designer

• Design high-impact visuals for a variety of campaign types — from promos to new game launches — across CRM and onsite channels.
• Deliver with clarity, speed, and polish in a high-volume environment.
• Collaborate with content leads, strategists, and other designers to align visuals with brief goals and brand tone.
• Continuously improve design assets in a performance-driven environment, and proactively suggest new approaches when there's a case for testing.
• Uphold brand guidelines and maintain consistency across all touchpoints.
• Offer constructive design feedback and contribute to our shared visual library.

Digital Designer

General Counsel

• Leading across a broad range of legal work including corporate, commercial, IP and regulatory matters.
• Drafting and reviewing complex and high-value agreements and other legal documents, including service agreements, supplier and marketing agreements.
• Managing legal risk across the organisation, proactively identifying issues and implementing appropriate controls.
• Managing relationships with external counsel, including obtaining and implementing legal opinions on regulatory matters.
• Providing legal support for product development initiatives, including advising on intellectual property issues and consumer rights.
• Drafting and maintaining customer facing terms and conditions to ensure the product is fully compliant.
• Managing legal disputes and litigation matters, including coordinating with external counsel and preparing case materials.
• Working closely with compliance and data protection teams on all matters which require input.
• Ensuring that corporate governance standards are adhered to across the business, including supporting at board and committee meetings to obtain approvals.
• Assisting with company structuring queries and working closely with company secretary and finance to ensure good corporate governance.
• Responding to ad hoc queries from across the business efficiently and with an open mindset.
• Conducting legal research and analysis on various regulatory and compliance matters, including following industry trends to support the wider business.
• Reviewing and advising on advertising and marketing campaigns to ensure compliance with relevant laws and regulations.
• Collaborating with cross-functional teams, including product development, compliance, internal audit and finance, to address legal issues and provide strategic guidance.
• Assisting in the development and implementation of company policies and procedures to ensure legal compliance and mitigate risks.
• Handling legal correspondence and maintaining accurate records of legal matters and contracts.
• Creating legal template documentation and working closely with legal operations to drive efficiencies and automation.
• Contributing to continuous improvements by preparing and delivering internal training sessions for the team and the rest of the business.
• Staying updated on changes to law and regulation, identifying risk areas and providing updates to the relevant areas of business affected.

VIP Account Manager

Customer Support Agent

Head of Strategy

Head of Strategy

CRM Specialist

Digital Designer

Senior Legal Counsel