VIP ACCOUNT MANAGER | VIP DEPARTMENT
The VIP Account Manager will be responsible for identifying, supporting, and retaining VIP customers and therefore increasing brand loyalty and revenues.
Job Details
Seniority Level
- Mid level
Industry
- Gambling & Casinos
- Marketing & Advertising
Job Functions
- VIP Account Management
Employment Type
- Full-time
Location
- Johannesburg (Remote if correct candidate)
Skills
- Strong customer service skills
- Excellent Time Management and organizational skills
- Team Player
- Innovative and proactive
- Proven knowledge and/ or experience of gaming/casinos
Education & Experience
- Bachelors (preferred)
- Customer service
- Account management
The Department:
The VIP department is responsible for exceptional customer service for all our VIP players, ensuring their loyalty and royalties.
Purpose of Job:
Creating an industry leading VIP experience, where we are the players select choice - with specific focus within this role, to be players based on the divisions strategic focus.
- Key role in helping us grow and monetize the VIP player segment through the management of a segment of players. To establish and use processes and procedures to identify and foster relationships across the entire segment, with a focus of personal relationships
- You will establish personal relationships with our players by getting to know our VIP’s and recommending tailored rewards, experiences, and communication preferences
- We are looking for a personable to drive profitable growth by managing budgets efficiently and supporting the decision-making process in data analysis. Strategic Planning andImplementation of tactical programs based on goals and objectives. The use of innovation and creativity and professionally growing in technical and non-technical areas
- You would need to be a person who has experience working within sales and is commercially focused and used to hitting targets
- You would need to be a personal and sociable individual, who enjoys talking to people from all walks of life, who has experience working within sales and is commercially focused and used to hitting targets
- You will have a real passion for managing and hosting events with the ability to adapt to changing priorities and to thrive in a dynamic work environment. Through planning and execution of schemes to retain value from this group against associated costs
- You will need strong social skills to establish effective relationships, as well as excellent organizational and project implementations skills
Key Responsibilities & Accountabilities
The position will involve the following areas of responsibility:
- Liaising with high end clients through email, phone, live chat and account messaging daily, this based on their personal communication preferences
- Develop a good relationship with profitable VIP customers to reactivate, retain and acquire their play
- Ensure that service levels are maintained and that all training is completed, that all tests are passed and that quality assurance standards are maintained
- Daily/Weekly/Monthly reporting as requested by the VIP/VIP Manager & Executive Team, on players that form part of your managed segment
- Liaising with various teams daily such as Fraud & Payments, Retentions, Customer Service
- Assist the CustomerVerification Team when required for any Enhanced Due Diligence needs
- To meet targets against productivity, quality and KPIs set by the VIP/VIP Manager. Also paying close attention to company targets and what the effect of your segment is on the overall performance of the company
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.
Essential Criteria:
- Strong customer service skills, with the ability to remain professional and productive whilst under pressure – While at the same time ensuring to be dedicated to the highest degree of honesty and integrity in your dealings with VIP’s
- Proficient in MicrosoftExcel, Word and Outlook
- Excellent time management and organizational skills
- Enthusiastic team player with the drive to work independently
- Ability to come up with ideas/concepts and suggestions/improvements and follow these through to implementation
- Proven knowledge and or experience of gaming/casinos (preferably)
- English and having a second language like German, French, or Spanish would be beneficial
Desirable Criteria:
- Experience working in a multi-location business with remote workers
- Understanding of the different areas of the business and where the touch points for players and affiliates
Person Specification:
- The ideal candidate will be a self-motivated energetic individual
- Requires a strong Teamwork mentality
- Ability to learn & work independently while supporting the other teams’ work
- Excellent verbal and written communication
- Strong work ethic
- Ability to thrive is a fast paced environment and value attention to detail
- Highly values attention to detail
Reporting and interaction:
- Managerially Accountable to: Head of VIP
- Key Internal Relationships: VIP Account managers