The Head of VIP is responsible for maintaining, strengthening and growing customer relationships through comprehensive leadership and management of the team and all accounts to achieve contracted deliverables and exceed expectations. Your goal will be to develop and execute a strategy that grows the value of the VIP segments. You will oversee customer relationships and be responsible for account growth, customer satisfaction, prioritization of client, project workflow and staffing whilst also ensuring that all quality of work meets a high standard. A key part of the role will be creating and managing a high performing team of account managers who will be measured across both customer service levels and commercial targets. The successful candidate will be expected to motivate, develop and drive the team to meet challenging targets and identify new opportunities to grow the value of the customer base.
This is a office based role that will require you to manage and look after the commercial aspects of the role. Must come from a online casino / gaming background, ideally would've worked for iGaming operator (Casino, Sport, Poker).
Key objectives and responsibilities:
The role will report into the Head of Casino.
Managing a team of VIP Account managers
Set up and execute compensations and promotions for VIP players according to set guidelines
Managing the day-to-day routine and goals of the VIP AM team
Monitoring the quality of our VIP service
Monitoring the productivity of the VIP team
To meet and exceed the VIP financial targets
To be able to communicate with cross company teams
Desirable skills, experiences or other relevant to the role:
3-5 years’ working in a lead role in a customer operations capacity in the iGaming industry
Data-driven decision-making ability
Advanced knowledge in Excel. Knows how to work with data bases, tables, pivot tables and other functions
You’re a people person that is driven by the numbers.
Strategic and tactical thinking.
Planning projects and promotions to the details
Sociable and friendly
Adopts a “hands on” approach
VIP management experience is a must
Proven experience of building and managing relationships with casino clients.
Strong organisational skills and experience of balancing multiple projects
Excellent communication skills (written, verbal and presentational)
Ability to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure
