Seeking your next VIP Team Manager opportunity within the global iGaming industry?

Look no further! Our client a well-known marketing agency servicing the online casino industry based in Mauritius is searching for their next VIP Team Manager – French Market.

Responsibilities:            

• Lead, mentor, and motivate VIP Account Managers to achieve team goals.
• Conduct regular performance reviews and provide constructive feedback.
• Develop training programs to enhance team skills and knowledge.
• Build and maintain strong relationships with VIP customers (B2C).
• Serve as the primary contact for VIP customers, handling escalations and complex issues.
• Manage day-to-day queries and complaints, including providing out-of-hours support.
• Oversee daily operations of the VIP team for efficient service delivery.
• Implement best practices in customer management and service excellence.
• Monitor and analyse team performance, implementing improvements as needed.
• Develop and execute VIP-specific marketing and customer management strategies.
• Create and manage retention campaigns (calls, SMS, email).
• Identify and pursue upselling opportunities based on customer behaviour.
• Gather feedback from VIPs and escalate issues to appropriate teams.
• Collaborate with senior management on VIP acquisition and retention strategies.
• Identify opportunities to enhance the VIP program and services.
• Stay informed about industry trends and competitors to maintain a competitive edge.

Requirements:

• Fluent in French (C1-C2) and proficient in English for business communication.
• Experienced in customer management and leading customer service/sales teams.
• Strong business acumen and sales-driven mindset.
• Skilled in CRM software and Microsoft Office Suite.
• Excellent leadership and team management capabilities.
• Strong analytical, problem-solving skills, and attention to detail.
• Proven track record of meeting tight deadlines and delivering exceptional service.
• Education:
• Bachelor’s degree in Business, Marketing, or a related field.
• Highly detail-oriented, creative, and proactive.
• Ability to thrive in fast-paced environments and handle flexible hours, including evenings and weekends.