The EC is responsible for **managing, retaining, developing, and recovering assigned clients in their portfolio**, ensuring personalized experiences that generate satisfaction, loyalty, and value for both the client and Caliente. **Requirements** * **Education:** Bachelor's degree in Business Administration, Marketing, or related field. * **Experience:** In customer service (in casinos, hotels, luxury tourism, premium airlines, or other sectors). Experience in client management and systematic follow-up. * **Technical skills:** Proficiency in Office software suite. * **Availability:** To work in various shifts including weekends and night hours, with frequent presence at the casino. **Main Responsibilities** * **Client portfolio management** * Monitor and analyze client portfolio (Recency, Frequency, Value, ranking, level, interactions, benefits, etc.). * Design and execute individualized contact plans (frequency, channel, content). * Maintain updated relationship records in the CRM system. * **Customer service and experience** * Strengthen the emotional connection between the client and Caliente, not solely dependent on direct interaction, but through controlled management of all client activities during casino visits. * **Client development** * Identify opportunities to create memorable experiences. * Promote participation in promotions, activities, and special events. * **Churn prevention and recovery** * Detect risk of client churn and design retention actions. * Implement personalized recovery plans for inactive or declining clients. * **Planning and coordination** * Develop and execute a weekly activity plan. * Follow up on activities involving other departments or staff to ensure efficient execution. * Support the organization of events and special activities for clients.