Director of Client Relations

2 days ago

London, Greater London, United Kingdom Van Kaizen Full time

About the Role:

As a key member of the Van Kaizen team, the Director of Client Relations will be responsible for delivering exceptional client experiences and driving commercial growth through strategic VIP management.

Key Responsibilities:

  • VIP Client Management: Develop and maintain strong relationships with high-value clients, ensuring personalized service that exceeds their expectations.
  • Retention Strategies: Design and implement innovative retention strategies to grow the VIP client base, focusing on long-term relationships that drive commercial success.
  • Feedback Analysis: Provide detailed reports on VIP client activities, performance metrics, and key insights to senior leadership, informing data-driven decision-making.
  • Compliance: Ensure all interactions with VIP clients are conducted in accordance with company policies, industry regulations, and best practices.
  • Mentoring: Lead, train, and mentor junior staff in the art of VIP client management, promoting a culture of excellence and attention to detail across the team.

Requirements:

  • A minimum of 5 years of experience in a customer-facing, VIP, or account management role within the online gambling industry.
  • A proven track record of managing high-profile clients and delivering exceptional service.
  • Strong commercial acumen, with a focus on maximizing value through strategic VIP management, including an understanding of bonusing, gambling KPIs, and ROI in a gambling context.
  • Outstanding communication and interpersonal skills, with the ability to build strong, lasting relationships with clients and internal teams.
  • Exceptional problem-solving abilities, with a proactive and creative approach to overcoming challenges.
  • Flexibility to work flexible hours, including evenings and weekends, to accommodate the needs of VIP clients.

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