VIP Manager - UK

  • Eyespy Recruitment
  • Malta
  • Mar 19, 2020
Full time Customer Service Jobs iGaming Jobs Management Jobs VIP Jobs

Job Description

Our client a leading established iGaming business who are a bingo-led operator with a strong portfolio of online gaming brands, providing entertainment to a global consumer base.

Their success would not be possible without our #WinningTeam! Join a dedicated team who will challenge you, support you, and help you soar to new heights. With us, you'll be gaining a career, not just a job.

The VIP Manager will be responsible for executing the VIP strategy in the UK and other English-speaking markets. He/she will ensure that the highest level of VIP marketing is achieved by identifying, acquiring and retaining VIP customers and therefore increasing brand loyalty and revenues.


Key objectives and responsibilities:


  • Manage VIP relations on a daily basis
  • Set up compensations and bonuses (loyalty programs) for VIP players according to guidelines
  • Make regular promotional and relationship building calls to players in English
  • Take calls and emails form VIP players and deal with them efficiently and with the highest level of customer care
  • Own and resolve VIP complaints, managing the escalation from gaming support queries
  • Track and report on the performance of VIP players against agreed targets
  • Gather feedback and input from VIP players to improve service offering
  • Build and maintain player profiles – analyse VIP behaviour/gameplay of players in order to optimise operational activities
  • Organise and attend VIP events
  • Liaise with Campaign, Content and CRM team to optimize communication with VIP players


Essential skills and experiences relevant to the role:

  • English Native speaker
  • Experience of running excellent VIP management and operation
  • Proven experience of building and managing relationships with I-gaming VIPs
  • Experience in cross departmental collaboration
  • Strong organisational skills and experience of balancing multiple projects
  • Excellent communication skills (written, verbal and presentational)
  • Strong analytical and cost management skills
  • Ability to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure
  • Marketplace awareness and understanding of trends


Desirable skills, experiences or other relevant to the role:

  • Experience in offline VIP events and hospitality
  • Experience in casino product
  • Experience of account management
  • Personality:
  • Outstanding interpersonal skills and the ability to establish positive relationships with employees at all levels of the business as well as external partners
  • Resilient, approachable with the ability to work successfully in a dynamic, fast paced environment
  • Ability to operate as a team player, with a flexible and positive attitude

Always operates with the highest levels of honesty, integrity and fidelity, acting in the best interest of the business at all times

Sociable and friendly

Adopts a “hands on” approach