VIP account manager


The VIP account manager will be responsible for identifying and retaining VIP customers and therefore increasing brand loyalty and revenues.

Key objectives and responsibilities:

  • Set up compensations and for VIP players according to set guidelines
  • Manage VIP relations daily.
  • Make regular promotional and relationship building emails to players.
  • Track and report on the performance of VIP players against agreed targets.
  • Generate and organize weekly potential, active, lapsing or lapsed VIP lists for contact and ensure they are contacted in a timely and appropriate manner with appropriate offers and treatment
  • Use data available to produce relevant commercial strategy to target lapsing high end players
  • Use data available to deliver effective promotional campaigns and to credit and record player bonuses
  • Communicate via chat, emails, SMS and phone with VIP players and deal with them efficiently and with the highest level of customer care
  • Able to work on shifts and on weekend when needed
  • Own and resolve VIP complaints, managing the escalation from gaming support queries
  • Gather feedback and input from VIP players to improve service offering
  • Build and maintain player profiles – analyse VIP behaviour/gameplay of players in order to optimise operational activities
  • Liaise with Head of VIP to optimize communication with VIP players

Essential skills and experiences relevant to the role:

  • Minimum 1-year experience of running excellent VIP management and operation
  • Proven experience of building and managing relationships with I-gaming VIPs
  • Experience in cross departmental collaboration
  • Strong organisational skills and experience of balancing multiple projects
  • Excellent communication skills (written, verbal and presentational)
  • Strong analytical and cost management skills
  • Ability to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure
  • Marketplace awareness and understanding of trends

Desirable skills, experiences or other relevant to the role:

  • Business proficiency of English,
  • German, Finnish and extra languages are an added bonus
  • Experience in casino product
  • Experience of account management

Personality:

  • Outstanding interpersonal skills and the ability to establish positive relationships with employees at all levels of the business as well as external partners
  • Resilient, approachable with the ability to work successfully in a dynamic, fast paced environment
  • Ability to operate as a team player, with a flexible and positive attitude
  • Always operates with the highest levels of honesty, integrity and fidelity, acting in the best interest of the business always
  • Sociable and friendly
  • Adopts a “hands on” approach

Kindly email your CV and cover letter to the HR Department on recruitment@whitehatgaming.com.


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