Bilingual VIP Account Manager (English/French)

Manages, retains, reactivates and grows a portfolio of VIP players across English- and French-speaking audiences. Reporting to the VIP Team Lead, it sits within the VIP team, which strengthens player retention, maximises long-term value, supports complex escalations, and acts as a trusted subject matter expert and mentor within the VIP Account Management function. The role focuses on building strong relationships with VIP players, understanding their needs, and creating engaging experiences that encourage retention and return play.

• Manage and grow a portfolio of VIP players, building strong relationships to drive retention, engagement and revenue growth.
• Deliver a first-class VIP experience through personalised support across phone, email, SMS and chat.
• Use player insights, behaviours and market trends to identify opportunities for retention, reactivation and commercial growth.
• Collaborate with teams across CRM, Marketing, Product, Payments, Trading and Operations to enhance the VIP customer journey.
• Represent the business at VIP events, helping to create memorable experiences for high-value customers.
• Provide flexible, customer-focused support, including occasional evenings and weekends to meet VIP client needs.

• Fluency in both English and French is required, with the ability to communicate confidently and professionally with players in both languages.
• Casino knowledge/experience is essential for this role.
• Extensive customer service, account management, or relationship management experience.
• Highly organised with strong attention to detail and the ability to manage multiple priorities.
• A collaborative team player with good working knowledge of CRM systems.
• Flexibility to attend in-person events, which may be on evenings or weekends, and to travel as required.

• Previous experience in events, sports, gaming, betting, or VIP customer management is beneficial.

• Hybrid; 2 days in the office.

• A flexible benefits plan allowing you to adapt the benefits you receive to suit your personal circumstances.
• Medical insurance for you and your family; this is a discretionary and non-contractual part of your benefits package.
• Vacation/Holiday: 15 vacation days per year, plus statutory holidays.
• Pension: you will be auto-enrolled into the pension plan.
• Group Bonus Plan: you will be eligible to participate in the group bonus plan, which is a discretionary and non-contractual part of your compensation package, paid out annually.

Entain is a leading, global sports betting and gaming company and a FTSE company with iconic brands including Ladbrokes, Coral, BetMGM, Eurobet and bwin.