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Head of VIP Client Experience

2 months ago

London, Greater London, United Kingdom Van Kaizen Full time

{"title": "Head of Crisis Management", "description": "At Van Kaizen, we're revolutionizing the crypto betting industry with our innovative platform and proprietary games. As a key member of our team, you'll play a crucial role in elevating relationships with our most valued clients, ensuring they receive personalized service that exceeds expectations.

**VIP Client Management:**

* Own and elevate relationships with our most valued clients, ensuring they receive personalized service that exceeds expectations

**Player Lifecycle Management:**

* Innovate and implement sophisticated retention strategies designed to grow our VIP client base, focusing on long-term relationships that drive commercial success

**Retention Strategies:**

1. Develop and execute tailored retention plans to maximize client loyalty

2. Analyze client behavior and preferences to inform retention strategies

**Feedback Analysis:**

* 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

* 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

**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

**Flexibility:**

* Willingness to work flexible hours, including evenings and weekends, to accommodate the needs of our VIP clients", "lang_code": "en"}