VIP Account Manager (Sweden)
Location: London or Malta
Reporting to: VIP Team Lead
Hours of work: 0900 - 1800 Monday - Friday
About the role
VIP and high value customers are key to the success of our business. We are looking for someone to manage our current group of VIP and high value clients in the Swedish market, as well as play a key role in the acquisition of new VIPs for this market. With native level Swedish language skills, the ideal candidate will be looking to build relationships with VIP customers, increase their loyalty and ensure that our products and services are tailored, providing an excellent all round experience.
What will you be doing?
Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them, across all products.
Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements.
Handle customers’ day to day queries and complaints, including out of hours when necessary, in order to provide the VIP with personal and ‘competition beating’ service.
Initiate campaigns that will drive activity for High Value and VIP customers, ensure that they are generated in a timely manner, results monitored and reported
Manage targets and a budget
Monitor the customer base for new VIP customer potential
Work alongside Marketing and Events teams to plan and execute events; entertain and host customers at various local and global events
Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes.
How will you be measured?
Number of Actives
Reported Gross Win
VIP Retention Rate
What have you done?
Work experience in a customer facing environment, VIP customer as an advantage. Alternatively, experience in account management, sales or a high-touch customer service role.
Native level Swedish speaker
Strong relationship building skills and the ability to build trust; strong social and people skills
Sound commercial acumen, understanding of ROI and an analytical approach
Great organisation, planning and prioritisation skills, with strong attention to detail
Excellent written and verbal communication skills
Commitment to providing world class service to valuable customers
Have a genuine passion for the online gaming industry, either as a customer or through work experience in the industry
Be presentable, willing to travel and work outside of normal office hours