VIP Account Manager

• Establish and maintain a comprehensive player database
• Generate incremental revenue by anticipating, responding to and consistently meeting or exceeding player needs
• Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts and escalations including out-of-office hours when necessary.
• Maintain a personalised relationship with players, in order to have one-to-one knowledge of customer profiles including playing behaviours, interests, likes and dislikes, in order to offer an industry-leading customer service experience tailored to the needs of the individual.
• Create new business revenue by understanding, targeting and developing relationships with potential high-value players
• Thorough understanding of existing products, services and initiatives while proactively pushing new offerings, channels and platforms
• Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys and the reactivation of lapsed members
• Utilise daily reporting and analysis to assist with making sound business decisions
• Monitor individual customer betting behaviour and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales, promoting the right behaviours.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively.
• Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy.
• Conducts themselves with the highest level of integrity and honesty

• Proactively identify service failures by taking immediate action to resolve them whilst notifying relevant stakeholders.
• Handles difficult customer interactions and situations in a calm, professional and reasonable manner.
• Tasked with filling special events, while also participating in offsite Casino Marketing events
• Working hours might include weekends, evenings, and holidays

• 1 to 3 years experience in online gaming, customer service, VIP telemarketing or other account management.
• Fluent in English and proficient in German
• Sales driven, computer literate with an emphasis on Excel, excellent communication skills and telephone etiquette.
• Detail-oriented with effective time management skills and the ability to produce results while working under pressure.
• The ability to work independently, offer top-tier customer service and identify customer trigger points
• Analytically curious with the ability to think outside the box to resolve issues quickly and effectively

• Experience hosting customers within a Hospitality environment
• Ability to travel and attend off-property events

• Motivated
• Proactive
• Results driven
• Open to challenges
• Team working
• Working under pressure
• Effective communication
• Prioritising and being self-organised

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