Bonus Executive - Gibraltar

Gibraltar
Competitive
20 Sep 2019
18 Oct 2019
Full Time

Bonus Executive - Gibraltar

Full time

Reports To / Line Manager: Bonus Delivery Manager

Job Purpose

The Bonus Executive will be responsible for supporting the team in the smooth running of the digital product, including, but not limited to, setting up and executing all campaigns in the back office and overseeing and delivering the day to day operational tasks across the product portfolio.

Main Accountabilities and Responsibilities

  • Manage day to day operational tasks and issues including but not limited to product, marketing, CRM, VIP and financial analysis.
  • Creation, execution and reporting on bonuses that are run automatically from our back office.  Minimize bonus abuse to ensure promotion efficiency
  • Respond to internal and external customer queries, being the first point of escalation for customer enquiries from the Contact Centre to ensure prompt and efficient settlement
  • Testing of current and future products to ensure that they are functioning as required and match user acceptance criteria
  • Supporting the Product and Operations Managers in the execution of their roles
  • Monitor transaction and payment activity across all business channels to detect and raise any issues to be fixed
  • Innovate, design and implement new promotional mechanics and rewards to ensure maximum growth of the customer base
  • Responsibility for making process/product improvement recommendations to management, especially around bonusing and back office systems and tools
  • Assist with the integration of new procedures and technology to increase process efficiency
  • Rapidly respond to operational needs by providing ad hoc analysis, support and administration
  • Identify actionable insights, suggest recommendations and influence the direction of the Casino by effectively communicating results to cross functional groups
  • Act as process specialist to advise on best operational practices across multiple business verticals and increase process efficiency.
  • Communicating and coordinating with internal departments to help achieve our team KPIs
  • Work on ad hoc projects within the business
  • Monitoring of product and feature performance including bonus mechanics and tools
  • Support the design and roll-out of new products
  • Act as a champion for customer experience across all Casino related products
  • Research and monitor competitive products within and outside of the industry, sharing any feedback and suggested improvements with the team

Knowledge, Expertise and Qualifications

  • Understanding of all aspects of an operating platform, including: system configuration, reporting and bonus features
  • Knowledge of customer servicing and retention strategies
  • Advanced in Microsoft Excel, highly analytical and data driven with a strong attention to detail

Personal Qualities

  • Team player with good stakeholder management abilities
  • Good organisational skills, attention to detail and the ability to prioritise with the capacity to work to tight deadlines and deliver results
  • Proactive approach, problem solver, logical thinker and ability to work autonomously
  • Analytical with proven ability to interpret, analyse and translate data