Full-Time VIP Account Manager

As a VIP Account Manager, you will be responsible for building a personal relationship with selected customers. The aim is to become the main point of contact between the company and the customer. This will involve a mixture of social responsibility and responsible gaming, adherence to the Code of Conduct and revenue growth.

This role will need relationships to be built via telephone, email, chat and meeting customers personally through events and one-to-one meetings. You will also act as the first, and preferably, only point of escalation for any of your portfolio’s customers.

What you will do:

• Build a proactive and personalized relationship with allocated players
• Ensure regulatory requests can be completed when required
• Partake in the strategic ambition of the account management team to drive growth and revenue to ultimately build loyalty to the brand
• Conduct all responsible gambling and AML interactions with account customers where possible
• Identify potential new account customers via daily business analysis and reporting
• Handle/resolve customer issues /dispute resolutions ensuring the customer feels value
• Work as an integral part of the account management team to influence player activity with a view to maximize retention
• Ensure that clear communications into and out of the team to ensure we deliver a leading service to our customers and relevant feedback to the product and marketing teams
• Coordinating with the hospitality team for the organization of events and to optimize the hospitality experience – attend these events with your customers
• Provide the business stakeholders with accurate reporting on performance, Responsible Gambling and growth of the account customer base
• Ensure the spirit of the Code of Conduct is followed and adhered to in all interactions with our customers

Mandatory Requirements:

• Minimum of 1-3 years of experience managing VIPs in an online gaming or similar customer-centric environment, with a proven track record of managing high-value accounts.
• Native English speaker
• Proven track record of customer revenue analysis and reporting
• Outstanding personal relationship management skills
• Ability to work in a self-contained / independent environment knowing when to escalate and when to make your own decisions.
• You will have a high interest and good all-around knowledge of licensed online gaming in both sports and casino
• Communicate over phone, email and in person in a clear and engaging professional manner
• Experience in hosting VIP events (preferred)

Ethics & Integrity: Adheres to the highest standards of business ethics and compliance, always acting in the best interests of the players and the company.

Leadership: Demonstrates strong leadership, with the ability to inspire, motivate, and develop a team to reach its full potential.

Player-Centric Mindset: Highly focused on delivering exceptional service to high-value players, ensuring their needs and preferences are met proactively.

Analytical Thinking: Capable of evaluating data, identifying trends, and making informed decisions to continuously improve VIP services.

Adaptability & Problem Solving: Able to navigate complex challenges and adapt quickly to changing market or player needs, ensuring smooth operation of VIP activities.

Resilience Under Pressure: Maintains calm under pressure, handling escalations or difficult situations with professionalism and poise.

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