Our client is an established and profitable online casino company facing the Asian market with an experienced leadership team who have spun out from major household gambling operators. They are looking for a VIP Manager with experience in iGaming. In this role you will be responsible for managing a small team of VIP account managers and their professional development. You will be accountable for creating, suggesting and delivering the agreed VIP strategy and report on its progress and success through weekly, monthly and quarterly reporting on key KPIs to management.
We are looking for someone with a thorough understanding of the KPIs, having the experience to be able to suggest ways of maximising player value and understanding/being able to create & deliver a VIP team strategy. Less important but still of value, to be able to manage a team of two VIP account managers: upskill them, performance manage them. The location can be either Limassol, Cyprus, or Malta.
Responsibilities:
Managing operations, performance and development of a team of VIP Account Managers (VIP management day to day, Quality service, financials, personal growth and coaching)
Accountable for developing & delivering the VIP Management Strategy fully aligned to the company's brands.
Manage the team of VIP account managers through recurring team meetings, one-to-one catch ups, quarterly performance reviews and tailored training & coaching in order to upskill them.
Monitor and analyse player activity and behaviour to identify drops and spikes, proactively acting on opportunities to enhance the player's experience and the value to the customer.
Accountable for driving VIP revenues against agreed and specific KPIs.
Responsible for developing and launching tactics to retain, upsell & win back high value
VIP customers.
Running the portfolios as if there were your own; ensuring you work within budgets for player bonuses and events, whilst also working towards turnover and revenue targets.
Identify and actively search for potential VIP players and encourage them to do their future gaming with the company.
Evaluating and reporting on VIP activities and performance on a daily/weekly/monthly basis.
Identify potential areas for growth and development and submit proposals to the COO.
Requirements:
Previous experience in a VIP customer service in iGaming is mandatory
At least 3 years' experience in managerial roles, with track record of recruiting, coaching and developing collaborators
Energetic with a driven personality, who is a great people person, with a strong entrepreneurial spirit.
Passionate and have a vast understanding of Casino games
Fluent communication skills both written and oral in English
Highly service orientated and the will to "walk the extra mile"
Structured, organised and skilled in task-orientation and prioritization
Data driven, capable of analysing and understanding trends, pattern, player behaviours
Fluency in English
EU-Citizenship
Salary:
The company is offering a salary of 40 - 45K EUR gross per annum + 27 days leave a year (not 20), mobile phone covered up to 50Eur a month, breakfast Tuesdays, Lunch Fridays, health cover (standard state + private scheme)
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of VIP Manager with reference number 224.
Or you can apply directly through your candidate login by hitting the APPLY button.