📌 Core Information
🔹 Job Title: Account Relationship Executive - German Speaking (m/f/d)
🔹 Company: Entain
🔹 Location: Vienna, Austria or Sofia, Bulgaria
🔹 Job Type: Full-time, Hybrid (2 days in the office)
🔹 Category: Customer Service & Relationship Management
🔹 Date Posted: May 27, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site with hybrid flexibility
🚀 Job Overview
Key aspects of this role include:
- Assisting Account Managers with inbound contacts
- Building personal relationships with high-value clients
- Providing excellent customer service and resolving disputes
- Working shifts and weekends (minimum of one weekend a month)
ASSUMPTION: This role requires strong communication skills, cultural sensitivity, and the ability to work independently while being part of a team.
📋 Key Responsibilities
✅ Assist Account Managers with inbound contacts via telephone, live chats, and email
✅ Build and maintain personal relationships with selected high-value and high-potential clients
✅ Conduct AML interactions with account customers where possible
✅ Identify potential new account customers via daily contacts
✅ Handle and resolve customer issues and disputes, ensuring the customer feels valued
✅ Work closely with the account management team to influence player activity and maximize retention
✅ Ensure clear communication into and out of the team, providing relevant feedback to product and marketing teams
ASSUMPTION: This role requires strong active listening, problem-solving, and multitasking skills to handle multiple channels and customer needs effectively.
🎯 Required Qualifications
Education: Relevant education or equivalent experience in customer service or a related field
Experience: Extensive experience in customer service and VIP support
Required Skills:
- Fluent in German and English
- Proven track record of outstanding safer gambling relationship management
- High interest and good all-around knowledge of licensed online gaming in both sports and casino
- Outstanding personal relationship management skills
- Ability to work in a self-contained/independent environment, knowing when to escalate and when to make own decisions
Preferred Skills:
- Experience in the online gaming industry
- Knowledge of CRM systems
ASSUMPTION: Candidates with experience in the online gaming industry and CRM systems may have an advantage in this role.
💰 Compensation & Benefits
Salary Range: €38,000 - €50,000 (Estimated based on market research and company size)
Benefits:
- Group bonus scheme
- Hybrid working (2 days in the office)
- Food vouchers (€136 per month for full-time employees after probation)
- Life assurance (2x annual salary)
- Ability to buy holiday
- Free subscription to wellbeing app Unmind
- Additional "It's Your Game" day off to use at either Christmas or New Year
- Entain & Enhance days (2 paid days off to focus on professional or personal development)
- Share save scheme
- Team Spirit events (e.g., Action Day, Roof-top BBQ party, team building, sports activities, and pro-bono activities)
Working Hours: Full-time (40 hours per week) with shift work (8am - 6pm or 11am - 8pm CET) and weekend work (minimum of one weekend a month)
ASSUMPTION: The salary range is estimated based on market research and company size. Actual salary may vary based on individual qualifications and experience.
📌 Applicant Insights
🔍 Company Context
Industry: Entertainment Providers (Online Gaming, Sports Betting, and Gambling)
Company Size: 10,001+ employees (Global) - Medium-sized team in local offices
Founded: 1880s (as GVC Holdings, now Entain)
Company Description:
- Entain is a global leader in sports betting and gaming entertainment
- Home to over 25 widely recognized brands, such as bwin, Coral, Foxy, Gala, Ladbrokes, and partypoker
- Emphasizes diversity, inclusion, and promoting a culture that shatters barriers
Company Specialties:
- Online Gaming
- Sports Betting
- Poker
- Bingo
- Casino
- Digital Technology
- Customer Service & CRM
- Business Intelligence
- .NET
- HTML5
- CSS
- Retail
Company Website: EntainGroup.com
ASSUMPTION: Entain's global presence and diverse brand portfolio offer opportunities for career growth and development.
📊 Role Analysis
Career Level: Mid-level, with opportunities for growth and advancement within the company
Reporting Structure: Reports to the Head of ARM
Work Arrangement: Hybrid (2 days in the office) with shift work and weekend work
Growth Opportunities:
- Progression within the Customer Service & Relationship Management team
- Expansion into other departments or teams within Entain's diverse brand portfolio
- International relocation opportunities within Entain's global offices
ASSUMPTION: Entain's large employee base and diverse brand portfolio provide ample opportunities for career progression and growth.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspaces with hybrid flexibility
Office Location(s): Vienna, Austria or Sofia, Bulgaria
Geographic Context:
- Vienna, Austria: High quality of life, vibrant cultural scene, and strong job market
- Sofia, Bulgaria: Affordable cost of living, growing tech industry, and close proximity to nature
Work Schedule: Shift work (8am - 6pm or 11am - 8pm CET) with weekend work (minimum of one weekend a month)
ASSUMPTION: Both Vienna and Sofia offer attractive work-life balance and cultural experiences for employees.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- Face-to-face or video interview with the hiring manager
- Final decision and offer
Key Assessment Areas:
- Language skills (German and English)
- Customer service and relationship management experience
- Industry knowledge and cultural awareness
- Problem-solving and decision-making skills
Application Tips:
- Tailor your resume and cover letter to highlight relevant experience and skills
- Prepare examples of your customer service and relationship management experience
- Research Entain's company culture and values to demonstrate your fit
ATS Keywords: German, English, Customer Service, VIP Support, Safer Gambling, Online Gaming, Relationship Management, Independent Decision Making
ASSUMPTION: Entain's application process is designed to assess candidates' skills, experience, and cultural fit for the role and the company.
🛠️ Tools & Technologies
- CRM system (e.g., Salesforce, Zendesk, or similar)
- Communication tools (e.g., phone, email, live chat)
- Project management tools (e.g., Asana, Trello, or similar)
ASSUMPTION: The specific CRM and project management tools used may vary depending on the location and team within Entain.
👔 Cultural Fit Considerations
Company Values:
- Putting customers first
- Promoting a diverse and inclusive culture
- Driving innovation and excellence
Work Style:
- Collaborative and team-oriented
- Adaptable and flexible, with a focus on customer needs
- Results-driven and focused on continuous improvement
Self-Assessment Questions:
- How do you handle difficult customer situations, and what steps do you take to resolve them?
- Can you provide an example of a time when you went above and beyond to build a relationship with a customer?
- How do you balance working independently with being part of a team?
ASSUMPTION: Entain values candidates who align with their customer-focused, inclusive, and innovative culture.
⚠️ Potential Challenges
- Handling high volumes of customer contacts and maintaining service quality
- Working shifts and weekends, with potential changes in work schedule based on business needs
- Adapting to Entain's fast-paced and evolving work environment
- Managing customer expectations and ensuring customer satisfaction in a high-pressure environment
ASSUMPTION: These challenges require strong communication, time management, and adaptability skills to succeed in the role.
📈 Similar Roles Comparison
- Compared to other Account Relationship Executive roles, this position offers a unique blend of customer service, relationship management, and industry-specific experience
- Entain's global presence and diverse brand portfolio provide opportunities for career growth and development not typically found in smaller organizations
- This role requires a higher level of language proficiency (German and English) than many similar positions
ASSUMPTION: Entain's unique offerings and global presence set this role apart from similar positions in the industry.
📝 Sample Projects
- Developing and implementing a customer retention strategy for high-value clients
- Collaborating with the product and marketing teams to create targeted customer campaigns
- Conducting customer satisfaction surveys and analyzing results to improve service quality
ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives Account Relationship Executives may undertake to drive customer satisfaction and retention.
❓ Key Questions to Ask During Interview
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does this role fit into the overall customer service and relationship management strategy for Entain's brands?
- What opportunities are there for professional development and growth within the company?
- How does Entain support work-life balance for employees working shifts and weekends?
- What steps does Entain take to ensure the security and privacy of customer data?
ASSUMPTION: These questions help candidates better understand the role, the company, and the opportunities for growth and development.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills
- Prepare examples of your customer service and relationship management experience
- Research Entain's company culture and values to demonstrate your fit
- Follow up with the hiring manager one week after your interview to express your interest and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
