Head of VIP Experience

2 days ago

London, Greater London, United Kingdom Van Kaizen Full time
{"title": "Head of VIP", "description": "Join Our Team as a Head of VIP

At Van Kaizen, we're on a mission to revolutionize the crypto betting industry with our innovative platform and proprietary games. As a key member of our team, you'll play a pivotal role in delivering exceptional VIP experiences that exceed our clients' expectations.

We're seeking a dynamic and visionary Head of VIP to lead our VIP strategy with a relentless focus on delivering world-class service. The ideal candidate is passionate about providing extraordinary VIP service, ensuring every interaction leaves a lasting impression.

The Head of VIP will be responsible for managing our most valued clients, developing and executing a VIP service strategy that sets new industry standards, and strategically managing the entire VIP lifecycle. If you're a commercially driven individual with a focus on maximizing value through strategic VIP management, we want to hear from you.

Key Responsibilities:
  • VIP Client Management: Own and elevate relationships with our most valued clients, ensuring they receive personalized service that exceeds expectations.
  • 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.
  • 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 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.
  • Feedback Analysis: Regularly monitor and analyze VIP client feedback to continuously refine and improve our service offerings.
  • 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.
  • Compliance: Ensure all interactions with VIP clients are conducted in full compliance with company policies, industry regulations, and best practices.
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.
  • 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.
", "lang_code": "en"}

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