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VIP Team Lead, 10bet SA

3 weeks ago

Johannesburg, Gauteng, South Africa 10ing Full time

VIP Team Lead

Role Overview

10bet South Africa is an online gambling operator looking for an experienced VIP Team Leader to join the growing team in the Johannesburg branch of the operations. The VIP Team Lead plays a critical role in supporting the VIP Manager by ensuring operational excellence, high-quality portfolio management, and strong execution across the VIP Account Manager team. The TL proactively monitors daily activity, ensures player-centric decision-making, coaches AMs, identifies behavioural patterns, and drives improvements that strengthen retention, loyalty, and player lifetime value.

Key Responsibilities

Operational Oversight & Monitoring

  • Proactively monitor AM daily activity via chat, phone, CRM and email to ensure timely actions that increase customer retention.
  • Monitor AM KPIs daily and provide coaching, corrective direction, and structured feedback.
  • Review portfolio activity, behavioural patterns, and player movements to identify churn risks and growth opportunities.
  • Conduct QA on AM communication, action logs, CRM notes, and portfolio strategies.
  • Act as first-line escalation for operational, player, or service issues.

Player Impact & Relationship Support

  • Assist AMs with management of PVIP, VIP, and other high-value clients.
  • Support the resolution of player issues to ensure fast, high-quality outcomes.
  • Help create structured account plans focusing on retention, loyalty and value growth.
  • Analyse reports and behavioural data to identify upgrade opportunities and lifecycle transitions.

Campaigns, Strategy & Process Improvement

  • Build and implement marketing and engagement campaigns for assigned business units.
  • Help execute company strategy focused on increasing retention, loyalty, and lifetime value.
  • Identify, propose, and implement automated workflows to reduce manual work and improve efficiency.
  • Ensure alignment to VIP strategy, SOPs, and customer experience standards.

Training, Development & Coaching

  • Develop and provide training for Account Managers on portfolio management, player behaviour, communication quality, and strategic thinking.
  • Coach AMs to improve productivity, decision quality, and player management outcomes.
  • Provide regular feedback, structured development plans, and performance guidance.
Requirements

Skills & Experience

  • Strong analytical and reporting skills.
  • Experience in VIP, CRM, account management or online gaming.
  • Confident communicator and coach.
  • Strong understanding of player behaviour, retention, and segmentation.
  • Highly organised with strong attention to detail.
  • Ability to work in a fast-paced environment, manage multiple priorities, and make quick, well-reasoned decisions.