BettingJobs are working with a multi-brand operator who have been operating since 2020 who are seeking the hire of a Head of VIP to work remotely. You will drive customer loyalty, increase revenue, and ensure the welfare of VIP players, whilst managing and mentoring the VIP department.
Key Responsibilities:
• Leading and managing the VIP team to ensure the highest level of service is provided to high-value players.
• Developing and executing tailored VIP customer relationship strategies to enhance player loyalty and increase lifetime value.
• Monitoring the performance of the VIP department, setting KPIs, and implementing strategies to achieve these targets.
• Working closely with other departments such as CRM, Customer Support, Risk and Compliance to create an exceptional experience for VIP customers.
• Implementing a robust communication plan to engage with VIP customers regularly, including personalized messages, offers, and event invitations.
• Handling any VIP customer complaints or issues promptly and professionally, ensuring a high level of customer satisfaction.
• Coordinating and organizing exclusive VIP events, both online and offline, to enhance customer relationships.
• Conducting regular competitor analysis to ensure the company's VIP offering remains competitive within the industry.
• Overseeing the development and implementation of responsible gaming strategies within the VIP team to ensure player welfare.
• Identifying potential VIP customers within the player base and ensuring they are provided with tailored services to enhance their gaming experience.
• Providing regular reports to senior management on the performance of the VIP department, including customer activity, trends, and profitability.
Essential Requirements:
• A minimum of 5 years' experience in the iGaming industry with a focus on VIP management.
• Excellent leadership and customer service skills.
• Proven track record in implementing effective VIP relationship strategies.
• Ability to handle sensitive customer data with discretion and professionalism.
• Proficiency in using CRM systems and data analysis.
• Flexibility in working hours to cater to different time zones.
• Degree in a relevant field (Business, Marketing, Hospitality, etc.) is advantageous.
• Excellent interpersonal and communication skills, with fluency in English. Proficiency in additional languages is a plus.
