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Head of VIP Experience

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Van Kaizen Full time

Job Title: Head of VIP Experience


Van Kaizen is seeking a highly skilled and experienced professional to lead our VIP strategy and deliver a world-class experience to our most valued clients. As the Head of VIP Experience, you will be responsible for developing and executing a VIP service strategy that sets new industry standards, ensuring every touchpoint with VIPs is seamless and memorable.


Key Responsibilities:

  • VIP Client Management: Own and elevate relationships with our most valued clients, ensuring they receive personalized service that exceeds expectations. Anticipate their needs and tailor experiences that make them feel truly special.
  • World-Class Service Delivery: Develop and execute a VIP service strategy that sets new industry standards, ensuring every touchpoint with VIPs is seamless and memorable.
  • Player Lifecycle Management: Strategically manage the entire VIP lifecycle, from identifying emerging VIPs to nurturing and retaining top-tier players, ensuring their ongoing loyalty and engagement.
  • Retention Strategies: Innovate and implement sophisticated retention strategies designed to grow our VIP client base, focusing on long-term relationships that drive commercial success.
  • Collaboration: Partner closely with internal teams including customer service, marketing, product, and technology to continually enhance the VIP experience, ensuring every department is aligned in delivering top-tier service.
  • Issue Resolution: Act as the ultimate problem-solver, addressing any concerns or issues raised by VIP clients with urgency and precision, ensuring swift and satisfactory resolutions.
  • Feedback Analysis: Regularly monitor and analyze VIP client feedback to continuously refine and improve our service offerings, staying ahead of industry trends and client expectations.
  • Upselling Opportunities: Identify and execute opportunities to upsell or cross-sell products and services to VIP clients, enhancing their experience while driving revenue growth.
  • Reporting: Provide detailed reports on VIP client activities, performance metrics, and key insights to senior leadership, driving informed decision-making.
  • Compliance: Ensure all interactions with VIP clients are conducted in full compliance with company policies, industry regulations, and best practices.
  • Mentoring: Lead, train, and mentor junior staff in the art of VIP client management, instilling a culture of excellence and attention to detail across the team.


Requirements:

  • Experience: A minimum of 5 years in a customer service, VIP, or account management role within the online gambling industry, with a proven track record of managing high-profile clients and delivering exceptional service.
  • Obsessive Focus on Service: An unwavering commitment to delivering the very best, with a passion for going above and beyond to exceed client expectations.
  • Commercial Acumen: A strong commercial drive with a focus on maximizing value through strategic VIP management including an understanding of bonusing, gambling KPIs and ROI in a gambling context.
  • Communication: Outstanding communication and interpersonal skills, capable of building strong, lasting relationships with clients and internal teams.
  • Problem-Solving: Exceptional problem-solving abilities, with a proactive and creative approach to overcoming challenges.
  • Attention to Detail: A meticulous eye for detail, ensuring that every aspect of the VIP experience is flawless.
  • Flexibility: Willingness to work flexible hours, including evenings and weekends, to accommodate the needs of our VIP clients.