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Account Relationship Executive - German Speaking (m/f/d)

Entain
Full-time
On-site
Vienna, Wien, Austria
🌐 Digital Marketing

πŸ“Œ Core Information

πŸ”Ή Job Title: Account Relationship Executive - German Speaking (m/f/d)

πŸ”Ή Company: Entain

πŸ”Ή Location: Vienna, Austria or Sofia, Bulgaria

πŸ”Ή Job Type: Full-time, Hybrid (2 days in the office)

πŸ”Ή Category: Customer Service & Relationship Management

πŸ”Ή Date Posted: May 27, 2025

πŸ”Ή Experience Level: 2-5 years

πŸ”Ή Remote Status: On-site with hybrid flexibility

πŸš€ 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.

πŸ“‹ Key Responsibilities

βœ… Assist Account Managers with inbound contacts via telephone, live chats, and email

βœ… Build and maintain personal relationships with selected high-value and high-potential clients

βœ… Conduct AML interactions with account customers where possible

βœ… Identify potential new account customers via daily contacts

βœ… Handle and resolve customer issues and disputes, ensuring the customer feels valued

βœ… Work closely with the account management team to influence player activity and maximize retention

βœ… 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.

πŸ’° 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.

πŸ“Œ Applicant Insights

πŸ” 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.

πŸ“Š 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.

πŸ’Ό 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.

πŸ› οΈ 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.

πŸ‘” 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.

πŸ“ˆ 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.

πŸ“ 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.

πŸ“Œ 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.