VIP Team Manager
- Customer Service and Call Centre
RecruitGibraltar are currently recruiting for a VIP Team Manager 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 VIP Team Manager role?
The VIP Team Manager will work alongside the Head of Casino supporting a team of VIP Executives. The main focus will be driving the team to develop personal relationships with key customers, in order to increase player loyalty. You will utilise your skills to contribute towards the overall VIP strategy, CRM plans and Marketing initiatives.
What will you do as a VIP Team Manager?
Managing the even distribution of workload across the team
Effectively managing the Casino Executives, ensuring all day to day tasks are carried out to a high standard and support where necessary
Review, collate and manage team rotas
Lead and develop the Executives by giving regular feedback on performance and development plus identifying training needs
Demonstrate a passion for the brand and create customer centric service within the team
Analysing player behaviours and activity over time to identify triggers for VIP players to ensure player activity is optimised at all times
Generating weekly reports on team performance vs set stats and KPI’s, presenting to the management when required
Establish relationships with an assigned group of VIP players via phone, email and chat – keeping in contact with them to ensure they are happy with the service and stay loyal to the business
Evaluate and monitor VIP players to ensure maximum lifetime value by ensuring the lapse report is kept up to date
Reach out to players proactively who are on the lapsed report and to reactivate dormant accounts • Identify non-VIP players who have VIP potential and upgrade these individuals when necessary
Supporting the Head of Casino with marketing and promotional activities when required (organising events, inviting VIP players who have won prizes, delivery of prizes, etc.)
Plan and attend VIP events in UK when required – this will involve hosting the event, meeting, greeting and interacting with VIPs
What do you know that makes you a great VIP Team Manager?
Good commercial knowledge of the gaming industry, particularly within bingo and casino
Proven experience in a customer service role, ideally with VIP or high-end customers
Proven experience leading a team
Ability to hit set targets and objectives within a fast paced environment
Experience communicating with customers by phone, email and chat
Exceptional communication skills
A strong ability to work with numbers
Salary based on experience with bonus & an excellent relocation and benefits package.