We are on the lookout for a dynamic and visionary Head of VIP to lead our VIP strategy with a relentless focus on delivering a world-class experience. The ideal candidate is not just passionate but obsessed with providing extraordinary VIP service, ensuring that every interaction leaves a lasting impression. This role requires a deep understanding of the player lifecycle, including the ability to identify, nurture, and elevate potential VIPs. A commercially driven mindset is essential, as you’ll be pivotal in maximising value for both the client and the company.
As a new and innovative casino platform launched by industry veterans in betting and crypto, we aim to disrupt the crypto betting industry with our revolutionary platform and proprietary games. Our vision extends beyond crypto, with a day 2 strategy to establish ourselves as a mainstream leader in the gambling industry.
Responsibilities:
VIP Client Management: Own and elevate relationships with our most valued clients, ensuring they receive personalised service that exceeds expectations. Anticipate their needs and tailor experiences that make them feel truly special.
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, ensuring their ongoing loyalty and engagement.
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 including customer service, marketing, product, and technology 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, ensuring swift and satisfactory resolutions.
Feedback Analysis: Regularly monitor and analyse VIP client feedback to continuously refine and improve our service offerings, staying ahead of industry trends and client expectations.
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, 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.
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 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.
If you are a service-obsessed professional with a passion for delivering unparalleled experiences to VIP clients and have the qualifications to match, we would love to hear from you.