VIP Relationship Manager

1 month ago


Johannesburg, Gauteng, South Africa Profession Hub Full time
VIP Manager Role Description

Key Responsibilities


  • Main Objective: Increase loyalty and gross win from VIP and potential VIP clients.
  • Direct Client Liaison: Manage client relationships through calls, texts, and emails during operational hours.
  • Tactical Actioning: Implement monthly tactical plans to reactivate dormant clients, grow deposits, and convert potential VIPs onto the retention stream.
  • Granular Analysis: Review daily client activity, satisfaction, and loyalty, measuring KPIs such as churn, deposited amounts, game play, and net gaming revenues.
  • Communication Strategy: Develop and execute a comprehensive communication strategy to enhance the user experience and maximize client engagement.
  • Process Improvement: Streamline processes, suggest improvements to the back office, and implement changes to enhance VIP management tools and website functionality.
  • Cross-Team Collaboration: Work closely with other teams to ensure seamless communication and alignment in delivering best-in-class service to VIP clients.


Key Performance Indicators (KPIs)


  • Deposited Amounts: Increase deposited amounts and turnover in game play.
  • Retention and Reactivation: Improve retention and reactivation rates.
  • Churn Rate: Reduce churn rate.
  • Customer Loyalty and Satisfaction: Enhance customer loyalty and satisfaction through ongoing individualized surveys and feedback.
  • VIP Bonuses and Promotions: Follow up on VIP bonuses and promotions and report back to stakeholders.


Requirements and Qualifications

This role requires a strong understanding of VIP client needs, exceptional communication and interpersonal skills, and the ability to work independently and collaboratively as part of a team.



Working with Profession Hub

As a VIP Manager at Profession Hub, you will have the opportunity to work with a dynamic team of professionals who are passionate about delivering exceptional service to our clients.



Please note that the details of this role are subject to change, and the final job description may vary based on the specific requirements of the position.



Profession Hub is an equal opportunities employer, and we welcome applications from diverse candidates who share our commitment to excellence and customer satisfaction.



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