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.
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
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
Strong business sense
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