The RoleWe are seeking a talented VIP Manager to maintain and develop our existing VIP Player base. The VIP Manager is accountable for the on-going maintenance of VIP customers as well as new business development of potential VIP visitors. Key Responsibilities Ensure VIP customers enjoy a positive experience in an entertaining and welcoming environment. Manage the top players and VIP scheme. Explore and understand VIP customer needs ensuring the development of long-term relationships. Create a tracking system that provides superior customer service to VIP players at all times.
Own the tracking and development of players including fast tracking upgrades in order to grow loyalty, trip frequency and contribution. Work with the marketing team in ensuring the achievement of budgeted sales revenue by contributing towards and implementing sales plans, monitoring performance to plan and directing corrective action as appropriate. Contribute to on-going growth in Gaming through developing and implementing VIP customer strategies and initiatives for the business based on an understanding of the VIP market and industry trends. Liaising with various teams on a daily basis such as Fraud & Payments, CRM, Customer Service.
Requirements Minimum 2 years Gaming experience Deep understanding of casino/slots product The VIP Manager role functions in a 24/7 business and as such flexibility is required. Excellent grasp of customer services principles Solid understanding of leadership and management practices Experience of managing high-end clientele, proven, excellent customer service skills Proficiency in MS Excel, Word and Outlook
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