Being the first point of contact with VIP customers within a portfolio for building a strong long-term relationship.
Act as the superior player advocate for ensuring time-efficient player issue resolution to provide an unimaginable gaming experience on the platform.
Analyzing key portfolio performance metrics to identify trends and patterns of VIP customers to make sure there are no missed opportunities or unsuccessful actions.
Designing specific approaches to increase engagement and satisfaction among VIP players.
Organizing and manning activities and events targeting VIP customers to boost loyalty levels and encourage more playtime.
Working collaboratively across teams (VIP CS, VIP CRM, etc.) to deliver flawless experiences for the most valuable clients
Continuous proactive informing of VIP players with regular news about events, latest promotions, offers, etc
Increasing retention rates through data-driven approaches that encourage customer loyalty
A minimum of 1 year experience in VIP management or a similar position.
Proven experience in planning and executing VIP activities and events
Account Management or Customer Relationship background, ideally within iGaming.
In-depth knowledge of the gambling/sports betting market and key performance indicators (KPIs).
Strong analytical skills to analyze customer data and inform the company’s strategic decisions.
CRM systems and communication software proficiency for team collaboration.
Regulatory compliance relevant to industry understanding is important.
A VIP client needs-orientated approach.
Exceptional communication skills in English.
Swift problem-solving abilities that allow easy addressing and resolving of clients’ issues.
Attention to detail that enables the provision of high-level services whilst maintaining accuracy.
Willingness to work a flexible 5/2 schedule (no night shifts or late hours, but occasional weekend work).
Deep dive into and understanding of all current VIP department processes and materials. The bottom line is to navigate all processes and be an autonomous employee.
Initial portfolio research and basic player profiling (identifying gaming patterns, key information, etc.).
First-touch communication for laying the foundation for a long-term relationship.
Fully remote work with support for purchasing any necessary devices after the probationary period.
Access to various educational resources and materials.
Motivated team and ambitious goals.
Performance reviews every six months.
Monthly bonuses according to the KPIs after the probationary period.
20 working days of vacation per year, sick leave.
Periodic corporate meetings and events with the team.
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