Dirección The VIP Account Manager is responsible for driving the growth from the high value VIP segments. The role has relationship-building at its core. You’ll be responsible for personally providing the best-in-class VIP customer service and support by organising efficient and high-quality responses to player queries from the inbound and outbound teams.
The role has continuous telephone / chat contact with customers. To excel, you’ll be resilient and someone who thrives on selling, negotiating and working towards achieving set targets, without ever losing sight of what’s best for the customer while remaining commercially aware of the business needs and licensing regulatory requirements.
Responsibilities
• Lead the strategic ambition of high value players to drive growth and revenue to ultimately build brand loyalty
• Being highly proactive with a 360-degree approach to build long term relationships with VIP players to generate sustained revenue and develop a referral channel for new VIP Players
• To offer an enhanced proactive one stop service to our VIP members encouraging loyalty and increasing satisfaction levels including VIP Support, Sales and Risk
• Provide clear resolutions to VIP customers escalations, within agreed authority levels
• Work closely with Data Analysts to conduct VIP account reviews, which execute retention and spend stretch objectives and to progress within the VIP levels
• Close working relationship with the VIP Promotions team to increase engagement of customers in current and upcoming promotions to ensure increase spend by VIP customers
• Provide feedback to the product and marketing teams and identify triggers which nurture existing players, so that the VIP activity is optimised to deliver a competitive programme
• Provide accurate inter-departmental reporting on numbers of contacts and anticipate future levels of contacts for forward planning of the VIP schedule
• Work closely with operations team to ensure all checks are carried out on VIP customers where necessary and risks and issues are escalated to your manager
Requirements
What we are looking for....
• Fluent English, both verbal and written
• Excellent interpersonal skills, self-confidence and ability to build a good rapport quickly
• Good level of numeracy competency
• Experience dealing with Sales/VIP/Corporate clients
• Proven ability to effectively use good decision making/judgement process to enable quick resolution
• Proven ability in task management, prioritising and the ability to take ownership of daily workload
• Target driven with proven experience of working towards team and individual KPI's
• High levels of written communication and grammar, listening and verbal skills
• An open, honest, enthusiastic and resilient approach
• Accountability for achieving goals and delivering a high-quality service/sales approach to the customer
• Ability to manage change and operate effectively in a fast moving and dynamic environment
• Ability to communicate and share knowledge and abilitie with others
What Would Be Nice To Have …
• Previous Account Management experience and proven leadership abilities, planning and analysis at a customer level
• Experience in iGaming
How You Will Need To Work …
• On a shift basis (hours between 8am-midnight), however also having the flexibility to accommodate the needs of our VIPs when called upon
• 40 hours per week over a 7 day per
Benefits
Commissions structures based on performance and revenue generated
Travel if and when required
