BettingJobs are working with a successful online casino operator who are seeking a Head of VIP to join their team.
The successful candidate will be responsible for VIP customer needs, ensuring they have a premium experience. The role will focus on acquiring new VIP’s as well as developing and retaining existing VIP customers. This is an exciting role that combines customer support and marketing responsibilities.
Responsibilities:
• Own the VIP business and focus on the development and growth from this customer segment, through exceptional customer service and promotional management.
• Directly handle major customers.
• Analyse and approve deals.
• Responsible for strategic business planning and execution.
• Own a promotional budget, create, and execute specific promotions and VIP events, to ensure an efficient spend and drive significant growth from the VIP segment.
• Lead and motivate VIP Account managers to improve customer service and cultivate lasting relationships with VIP customers to increase sales and customer retention.
• Planning and monitoring the day-to-day running of the team to ensure business objectives are aligned.
• Work with the product team, so that the needs of VIP’s are clearly inputted into the roadmaps.
• Work with technical support to ensure the department’s customers are receiving the highest levels of assistance.
• Revise and/or formulate the department’s policies/procedures and ensure their implementation.
• Determine the VIP department’s recruitment needs, run interviews, and hire new Account Managers.
• Analyse main markets KPIs and VIP customer journey touchpoints results to develop strategic goals to achieve sales/retention targets.
• Collaborate with the CRM, acquisition teams and product development teams to develop strategic goals to grow and retain the existing VIP clients and ensure quality and cost-effective services.
• Create strategies to focus on the recruitment of new VIP’s i.e., referral agreements or events.
• Communicate goals with the VIP team and ensure C-level executives are informed on the progress of those goals.
• Implement and oversee the VIP customers service SLAs and make the necessary adjustments to provide high level service.
• Analyse data to identify trends in customer complaints, problems with products or services, or opportunities for improvement.
• Monitor customer feedback about products or services to identify potential issues and ensure adequate escalation to the relevant department.
Requirements:
• Proven and successful track record in establishing strong and long-term consumer relationships, being able to retain the highest-value relationships.
• Demonstrable track record of driving incremental business through sales efforts in gaming or iGaming industry.
• Understanding of and the ability to execute value, experience or solutions-based sales strategies.
• Must have extensive direct customer management experience.
• Communication skills are a paramount requirement of this position.
• Ideally have a passion for everything crypto.
• Must have the ability to demonstrate an understanding of standard sales analyses and an ability to extract useful insights from raw data and information for the purpose of strategy creation, furthering key account agendas, and enabling the achievement of goals and targets.
• Have exceptional organizational skills and demonstrate calmness in uncertain and stressful situations inspiring the same in your team.
• Demonstrate and ability to lead with a vision establishing a healthy working culture in his team.
• High proficiency in Ms Word, PowerPoint, and Ms Excel, CRM systems.
• Accountability and conscientiousness
