Head of Gaming VIP

Online Gaming - Customer Service and Call Centre


RecruitGibraltar are currently helping our client who is a market leading egaming company who has a great opportunity for a Head of Gaming VIP to oversee the top-tier Gaming VIP programme. This role will principally be concerned with providing industry leading customer service for our VIP customers across all our gaming platforms.

They will need to continually monitor customer game play (existing and potential VIPs) and manage bonuses and loyalty programmes, taking them through a defined VIP customer journey.
Identify potential high rollers and actively seek new ways to bring them to the site. This should include using existing contacts of high value junket operators and affiliates from around the globe.
The role also requires live casino operational experience to ensure the delivery of the Live Casino environment is in keeping with a Land-based feel. They should be confident with dealing with Live Casino gaming queries and conflict management.
Optimize and report VIP growth & use of new channels and platforms e.g. Mobile
New VIP customer acquisition and development.
VIP marketing mix decisions, targeting, analysis, and bonus payments & loyalty programmes and in line with department budgets.
Work alongside CRM teams to achieve desired results.
Build a methodical approach to analyse VIP behaviour, testing of plans and continuous revenue performance improvement.
One to one knowledge of customer base building profiles including playing behaviours, interests, likes and dislikes.
Design and Specify VIP relationship management process customer Journey; from inception to lapsed.

Essential skills/attributes

Experience of running an excellent and market leading VIP operation within a credible online gaming brand.
Excellent commercial acumen and strategic thinking.
Proven experience of managing direct relationships with VIP customers.
Proven people management and influencing skills both for directly managed teams and across the organization.
Have a passion for Gaming.
Willingness to travel and work away.
Be technically proficient in use of databases.
Previous experience of dealing with ‘High-Rollers’.

Salary based on experience with an excellent relocation package and private healthcare.

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