VIP Manager

Sofia, Bulgaria

Description

The VIP Manager is responsible for maintaining, strengthening and growing customer relationships through comprehensive leadership and management of the team and all accounts to achieve set deliverables and exceed expectations. Your goal will be to develop and execute a strategy that grows the value of this segment.

You will oversee customer relationships and be responsible for account growth, customer satisfaction, prioritization of client and 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 VIP Account Managers, who will be measured across both customer service levels and business 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. 

Your role:

  •  Set up compensations and bonuses (loyalty programs) for VIP players according to guidelines
  •  Track and report on the performance of VIP players and VIP Account managers against agreed targets
  • Use data available to produce relevant business strategy to target lapsing high end players
  • Use data available to deliver effective promotional campaigns and to credit and record player bonuses together with the team
  •  Own and resolve VIP complaints, managing the escalation coming from VIP Account Managers as last point of escalation
  • Understand how our clients behave and the commercial impact from an individual as well as a portfolio level
  • Creating VIP tailored promotional offers dedicated to our best customers.
  • Ensure our high value players have a 24/7 first class experience while playing at our brands.
  • Gather feedback and input from VIP players to improve the service offering from the team
  •  Analyse player activity to identify drops and spikes. As part of your proactive portfolio management, carrying out a daily review of biggest winners and losers and re-configuring your planned contact strategy to take advantage of any emerging player behaviours.
  • Continually examine the value proposition offered to VIP customers by competitors, ensuring we stay ahead of the game, leveraging experiences and bonuses to retain and grow your portfolio.
  • Build and maintain player profiles – analyze VIP behavior/gameplay of players in order to optimize operational activities of the team  
  • Build a comprehensive database for VIP player information (playing habits, personal desires, background and demographic info) and use this   information to create highly customized client interactions.
  • Liaise with Marketing, Content and CRM teams to optimize communication with VIP players

Requirements

  • Proven experience of building and managing relationships with I-gaming VIPs
  • Proven experience in establishing, managing and leading a team of VIP Account Managers
  • Excellent communication skills 
  • Strong analytical, people and cost management skills
  • Marketplace awareness and understanding of trends
  • Fluent in English – written and spoken to an excellent standard 
  • Strong analytical and research skills and detail oriented, whilst maintaining quality and accuracy
  • Excellent problem solving and time management skills
  • Understand the industry’s obligations around social responsibility
  • Ability to be self-motivated, organised and work flexibly
  • Common sense
  • Strong business sense 

Advantages

  • Native British accent 
  • Bachelor’s Degree in Marketing, Business administration or similar
  • Online gaming support center experience 

Why join our Dream Team?

SBTech is an award-winning leading provider of sports betting solutions and a full range of management services to over 90 partners worldwide. SBTech is committed to providing the most innovating products, as constantly pushing technical boundaries. 

The Company offers excellent benefits

  • Being a part of an international team focused on excellence in product development
  • Very good remuneration
  • Comprehensive health insurance + gym
  • Team building and fun activities
  • High-end modern office facilities
  • Dynamic and friendly work environment
  • Open and transparent communication
  • Long term career growth opportunities
  • Professional growth, extra education opportunities and cross-locations knowledge sharing
  • English classes
  • Fruits and snacks in the office

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