Full-Time VIP Account Manager

The VIP Account Manager plays a pivotal role in driving growth within the high-value VIP segments. This position is centered around relationship-building, requiring the incumbent to deliver exceptional VIP customer service and support. The role involves efficiently addressing player inquiries from both inbound and outbound teams through various communication channels, primarily telephone and chat.

This role demands a keen awareness of business needs and regulatory requirements while ensuring the best interests of the customer.

• Lead the strategic initiative to drive growth and revenue through high-value player engagement, fostering brand loyalty.
• Proactively cultivate lasting relationships with VIP players, adopting a 360-degree approach to generate sustained revenue and establish a referral channel for new VIP players.
• Provide enhanced proactive one-stop service to VIP members, elevating satisfaction levels and promoting loyalty through VIP Support, Sales, and Risk management.
• Effectively resolve escalated issues from VIP customers within authorised levels
• Collaborate with Data Analysts to conduct VIP account reviews, executing retention and spending goals while facilitating progression within the VIP tiers.
• Maintain a close partnership with the VIP Promotions team to boost customer engagement in ongoing and upcoming promotions, thereby increasing spending by VIP customers.
• Offer insights to the product and marketing teams, identifying strategies that nurture existing players, and optimising VIP activities to deliver a competitive program.
• Deliver accurate inter-departmental reports detailing contact volumes and anticipate future contact levels for effective VIP scheduling.
• Collaborate closely with the operations team to ensure thorough checks are conducted on VIP customers when required, escalating risks and issues to your manager.

• Previous Account Management experience and proven leadership capabilities.
• Fluent in English, both verbal and written communication.
• Exceptional interpersonal skills, self-confidence, and rapid rapport-building abilities.
• Strong numeracy competency.
• Prior experience in dealing with Sales/VIP/Corporate clients.
• Proven aptitude for making effective decisions and achieving prompt resolutions.
• Demonstrated skill in task management, prioritisation, and assuming ownership of daily workloads.
• Target-driven, with a track record of meeting individual and team objectives.
• Excellent written communication, grammar, listening, and verbal skills.
• Open, honest, enthusiastic, and resilient demeanour.
• Accountable for goal attainment and dedicated to delivering high-quality customer service and sales efforts.
• Adaptable to change and effective in fast-paced, dynamic environments.
• Background in Planning and Analysis at a customer level.

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