Gaming VIP Account Manager

Job Type:
Marketing, Sales, Business Development & Account Management
Salary Description:
Salary Based On Experience
Job Ref:

Gaming VIP Account Manager - German Speaking
Vjal Portomaso, St Julian's, Malta
Company Description

The Gaming department is responsible for the revenues generated in the Casino and responsible to deliver the budgeted annual NGR. It is split in 2 main teams: Operations/VIP and CRM. Operations/VIP team manages lobby management, new game releases and analysis, VIP management, potential VIPs management etc. CRM team is responsible for the overall CRM strategy and customer communications.

Job Description
What you will do

As VIP Account Manager, you will be responsible for all users labelled as VIP with the focus on increasing their customer lifetime value whilst decreasing churn. Using your analytical skills and profound understanding of customer behaviour, you are able to spot any need amongst the VIP segment and react in a fast and efficient way. Due to the nature of this business weekend and evening shifts will be required from time to time.

Key Duties and Responsibilities:

Monitor and analyse the VIP database on a daily basis and take appropriate actions to ensure maximum value through their life cycle
Constantly reactivate players with calls, emails, SMS and chat
Up-sell potential VIP players by keeping track of their behaviour and ensure they receive targeted offers
Communicate with other teams to ensure optimisation of player management
Create and oversee marketing and player management strategies for VIPs
Collect feedback by talking to VIP players and escalate it to responsible team
Welcome potential VIPs to the website after they made their first deposits
Answer VIP queries and ensure a fast and for the VIPs satisfactory solution
Work closely with the CRM team to ensure proper segmentation of promotional and bonus offers
Contact big winners and big losers on a daily basis
Knowledge sharing with other VIP Account Managers
Becoming an expert in Casino Games, being able to talk the players language when it comes to Casino conversations
What you offer

German native speaker with English to a business standard
Excellent communicator across all channels with high confidence on the phone
Business- and sales oriented approach
Passion for Casino and knowledge of Casino games (Slots, Table Games, Live Dealer)
Good analytical skills, with good knowledge of Microsoft Excel. Experience with Salesforce is considered a plus
Ability to deliver results and outstanding services whilst working to tight timelines
Flexibility to work shifts, including evenings, weekends as well as public holidays
Self-starter with a positive, can-do attitude and good problem solving skills
Additional Information
What we offer

Agile and multicultural company with flat hierarchies
Self-organised, self-responsible and entrepreneurial employees
Competitive salary, Health and Dental Insurance, Performance Bonuses, Subsidised Parking, Sports incentives & Childcare
Opportunities to develop and grow
Relocation Assistance
Office sea-views, social events, healthy treats, kitchen on every floor

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: BettingJobs

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