Senior Account Manager
5 days ago
We are seeking a highly skilled and experienced Head of VIP to lead our VIP strategy and deliver a world-class experience for our most valued clients.
Key Responsibilities- VIP Client Management: Develop and maintain strong relationships with our VIP clients, ensuring they receive personalized service that exceeds their expectations.
- Service Delivery: Design and implement 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: Develop 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.
- 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.
- 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.
- 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.
- Service Focus: 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.
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