VIP Manager - UK

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