Senior VIP Account Manager

Responsibilities

• Responsible for customer-facing role managing the accounts of the company's top-tier Internet Gaming customer base.

• Responsible for managing the day-to-day operation of VIP accounts, maintaining and growing activity, cross-selling new products and channels and building strong relationships through face-to-face contact via hospitality and inbound and outbound communications.

• Responsible for building strong relationships with VIP's and then providing an industry leading customer service and gaming experience tailored to the needs of our clients' VIP customers across all Internet Gaming platforms.

• Responsible for continually monitoring individual customer game play and ensure that bonuses, gifts and hospitality invitations are offered in a timely manner.

• Responsible for handling customer queries and complaints, including off hours when necessary, in order to provide the VIP with a personal and competition beating service.

• Responsible for ensuring that marketing campaigns are generated in a timely manner, results monitored and recommendations made to senior management.

• Maintains close contact with the bricks and mortar Casino Team to ensure that the VIP customer experience is first class.

• Acts as the Personal VIP Account Manager for any queries, contact and escalations.

• Proactively encourages growth and use of new channels and platforms e.g. Mobile.

• Manages VIP through their full lifecycle.

• Works closely with Player Development staff and Hospitality teams to achieve desired results.

• Responsible for managing other VIP Account Managers.

• Improves processes to avoid complaints and service failures.

• Responsible for having a one-to-one knowledge of customers building profiles including playing behaviors, interests, likes and dislikes. Responsible for managing the downgrading of customers out of VIP within agreed timescales.

• Performs all other related and compatible duties as assigned.

• Promotes outstanding customer relations

Qualifications

• Experience with personally managing VIP customers.• Excellent communication skills, both written and verbal. • The ability to produce results while working under pressure. • Experience of hosting VIP customers at events. • Excellent knowledge of Gaming and Gaming Industry

Essential Functions

All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.