Head of VIP - Bingo

Customer Service and Call Centre - Online Gaming


RecruitGibraltar are currently recruiting for a Head of VIP - Bingo to join a successful and diverse gaming operation with online betting and gaming websites. Due to their continued success and expansion in the UK and abroad, our client is on the lookout for enthusiastic, innovative and dedicated people who want to begin or continue their career in the online gaming industry. In return our client offers a diverse and exciting working environment and comprehensive training and support that actively encourages their people to develop and work up the organizational structure. In addition, an excellent benefit package is on offer that rewards their employees for their loyalty and hard work.

What is the plan for the role?

The client has a large team of talented VIP Executives who speak with Bingo players on a daily basis, 7 days a week, 365 days a year as well as meeting them on a regular basis. The purpose of this role is to ensure that the VIP scheme we offer is market-leading and to ensure that all the operational and support processes are in place to allow the team to maximise their potential and increase revenues by increasing VIPs loyalty, therefore winning share of wallet from our competitors.

What will you do as a?

Build strong relationships with key stake holders within the business to ensure VIP focus, improve process and overcome problems. Key department interaction includes CRM, Customer Services, Transactional Services, RG and customer review
Full commercial awareness of all processes and procedures which involve VIP customers always being aware of business needs this includes RG, Source of Funds, Inbound and Outbound contact methods, CRM and Segmentation
Head up a team of Outbound VIP Executives to ensure value adding activity on every contact, gathering key feedback from VIP customers and ensuring issues are raised with IT as and when needed
Lead and develop the VIP team by giving regular feedback on performance and development as well as working with the HR team to provide suitable training opportunities
Head up the VIP Management team to influence player activity with a view to increase revenue and player retention providing feedback and identifying triggers which nurture existing players, so that the VIP activity is optimised to deliver a competitive programme
Responsibility and delivery of the VIP Segmentation process and upgrade / downgrade process, working closely with the VIP Analyst
With the help of a VIP Source of Funds Executive, responsible for all VIP Source of Funds communication and ensuring the best possible success rate to keep key customers active.
Providing a full hospitality calendar and the responsibility for the processes involved both pre, during and post event
Ownership of VIP promotions calendar, working closely with Brand Team to integrate fully into the Bingo Integrated Marketing Plan (IMP)
Work as a key member of the Brand and Operations team to provide ideas, feedback and suggestions in how to improve promotions and customer interaction
Provide reporting and analysis for current and future operational processes, taking advantage of resources from the VIP Analyst and BI

What do you know that makes you a great?

Demonstrate previous leadership experience in a similar role ideally within bingo
Experience of delivering clear financial KPIS and Budget management
You will have a high interest and good all-round knowledge of Bingo
An understanding of the gambling industry and hold a strong insight into gaming player behaviour is desirable
Communicate in a clear and engaging manner and professional manner
Manage your own time effectively, plan ahead and adopt a methodical approach to your work

Salary based on experience with bonus & an excellent relocation and benefits package.

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