Player Relationship Manager

Location: Limassol, Cyprus

Employment Type: Full-Time

On behalf of our client, a leading provider of high-quality turnkey gaming platform solutions, D.E. Lavoro Agency is seeking a Player Relationship Manager to join their team in Limassol.

The successful candidate will lead the Player Relationship team, drive excellence in player engagement, and ensure full compliance with regulatory requirements across multiple jurisdictions, including the UK and Malta. This role is ideal for an experienced iGaming professional with strong leadership skills, Responsible Gaming knowledge, and hands-on experience in VIP player management.

Responsibilities:

• Lead and manage the Player Relationship team, ensuring outstanding service to players across live chat, email, and phone.

• Ensure strict adherence to Responsible Gaming obligations, including safer gambling messaging, risk monitoring, and escalation procedures.

• Oversee VIP player management under non-UK jurisdictions, ensuring high-value players are engaged through tailored communication strategies while respecting compliance requirements.

• Manage and optimise player communication automations, including CRM campaigns, chatbot workflows, and digital engagement tools.

• Handle complex and sensitive player cases, including Responsible Gaming escalations, VIP complaints, and cross-departmental issues involving payments and compliance.

• Collaborate closely with Compliance, Payments, and Marketing teams to ensure a unified, player-first approach aligned with company policies.

• Analyse team performance and player behaviour data, generating actionable insights and reports for senior management.

• Identify and implement automation and AI opportunities to improve player journey efficiency.

• Coach and mentor the team, promoting a culture of responsibility, compliance, and player protection.

• Oversee scheduling and workforce planning to ensure adequate coverage across all player contact channels.

• Report to the Head of Operations and provide regular updates on team performance and strategic initiatives.

Requirements:

• Minimum 2 years’ experience managing teams in a Player Relationship, VIP, or Customer Support function within the iGaming industry.

• Strong knowledge of Responsible Gaming practices, including jurisdiction-specific requirements, especially UKGC and MGA.

• Hands-on experience in VIP player management within online casino and/or sports betting.

• Familiarity with Microsoft tools, CRM systems, automation tools, and chatbot technologies.

• Strong analytical skills, with the ability to interpret data and present insights clearly.

• Excellent written and verbal communication skills in native or near-native English.

• Strong people management skills with a focus on coaching, motivation, and conflict resolution.

• iGaming experience focused on the UK market and other regulated jurisdictions is required.

Benefits:

• Career development

• 21 days paid annual leave

• Medical health insurance

• Complimentary lunch

• Team building activities

• Monetary voucher on birthdays and additional occasions

• Employee discounts on a wide range of products and services

• Referral bonus

• Paid training

• Unlimited daily snacks and beverages

• Supportive and positive working environment

• Working hours: Monday to Friday, 9:00–17:00

How to Apply:

If you are interested in the position, send your CV to rafaela@lavoro.com.cy