Vip Account Manager

1 week ago

Cape Town, South Africa VHRS Full time

**The Company**:A leading Gaming and iGaming operator based in Johannesburg and Cape Town

**Role Name**: VIP Account Manager

**Hours of work**: Monday to Friday 9:00am - 17:00pm

**Role summary**:
Reporting to the VIP Manager, the role is responsible for building and optimizing relationships with VIP & High Value Customers within the product to increase lifetime value as well as growing the VIP database. Through close management of your portfolio (hosted accounts), you drive our key metrics by proactively analyzing game play and player behavior, acting on and managing their expectations in real time.

**Daily Responsibilities**:

- Work closely with the VIP Manager to assist with VIP Management, increasing VIP LTV, count and retention and implementing VIP marketing campaigns.
- Effectively improve VIP satisfaction, retention and report on all VIP functions.
- Work with the Customer Service Managers to optimize communication with VIP players and ensure increased customer satisfaction.
- Oversee customer relationships in order to drive VIP retention and increase VIP LTV.
- Work closely with the VIP Manager to work within the VIP budget.
- Manage and maintain player profiles by consistently analyzing VIP behavior and gameplay of players in order to optimize operational activities.
- Work with VIP Manager to organize, attend and report on VIP events
- Drive and support our Responsible Gaming Strategy throughout Customer Services.
- Continuously report and update customer notes, account sheets and customer financials.
- Drive value from the Hosted WL Customers to convert into VIP Customers.
- Reporting and optimizing reports for new value (growth in personal VIP lists based on personal initiative)
- Collaboration when creating and executing competitions

**Requirements**:

- Proven work experience in a previous industry-related role.
- Proven work experience in a high-profile customer-focused environment
- Willingness to work outside of office hours when required.
- Ability to work in cross-departmental collaboration
- Strong management and communication skills
- Strong analytical and reporting skills
- Exceptional knowledge of sports and sports betting.
- Proficiency in English

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