Head of Gaming VIP (Asian Market)
Customer Service and Call Centre - Online Gaming
|RecruitGibraltar are currently recruiting for a Head of Gaming VIP (Asian Market) to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.
What is the plan for the Head of Gaming VIP (Asian Market) role?
Reporting to the Head of VIP, and working closely with B2B VIP Teams, Product, and CRM, the Head of B2B Gaming VIP, will be responsible for the commercial performance of Gaming products within the B2B Asian VIP vertical, and will act as management consultant to the VIP Gaming Team for Asia across multiple locations, including frequent travel between locations.
What will you do as a Head of Gaming VIP (Asian Market)?
Develop a successful B2B VIP Gaming Programme to achieve agreed revenue and profit plans.
Implement, communicate and achieve individual and team objectives with a commercial focus through combination of remote, and direct management of B2B VIP Gaming teams.
Consult on Customer contact strategies with CRM, VIP, and Outbound teams to ensure exceptional revenue generating communications and support for existing clients via multiple channels (email, phone, inbox, SMS).
Work closely with all business heads to ensure B2B customer needs are met to a high standard; including VIP, Outbound, CRM, UX, Casino Product Teams and BI.
Measure the effectiveness of VIP Gaming and Outbound team performance through relevant SLAs focussing on speed and quality of inbound service, and revenue generation of outbound service including retention and reactivation campaigns.
Work closely with Head of Sports VIP to ensure cross sell opportunities are leveraged frequently and effectively with best practices shared, campaigns analysed and recommendations made.
Maintain a continuous competitor understanding in the region and knowledge of trends within Gaming, service, and sales industries with strategies developed accordingly.
What do you know that makes you a great Head of Gaming VIP (Asian Market)?
3+ years managing within a VIP Gaming environment.
Extensive knowledge and experience of Gaming across Asian market, and a wider understanding and insight into Chinese culture.
Fully conversant with campaign strategies to increase player spend, tenure and frequency.
Experience of delivering commercial value, and clear understanding of CRM strategies, including deliverability and penetration across all channels in local market.
Proven record of setting, communicating and achieving financial targets and KPIs.
Outstanding people management skills, both directly and remotely.
Excellent communication, presentation skills, and ability to influence at all levels.
Knowledge and understanding of simplified Chinese an advantage.
An extremely well organised individual, able to prioritise, multi-task and deliver work to deadlines.
Salary circa £50k based on experience with bonus, an excellent relocation package and private healthcare.