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VIP Manager

Gibraltar
Salary: Competitive

Job Description

VIP Manager | Online Gaming | Gibraltar

Salary: Competitive + Bonus + Excellent Benefits Package + Relocation Assistance

Our client, a household name whose brand is ingrained within the gambling and betting industry, are currently recruiting for a VIP Manager to work closely with key contacts within the organisation in order to develop the VIP business and the VIP business needs. The VIP Manager will work alongside the Head of Casino supporting a team of VIP Executives. The main focus will be driving the team to develop personal relationships with key customers, in order to increase player loyalty. You will utilise your skills to contribute towards the overall VIP strategy, CRM plans and Marketing initiatives.

You will have the responsibility for maximising opportunity by acquiring, retaining and reactivating VIP players for the brand along with the wider Gaming brands, whilst working to increase overall player lifetime value and the revenue contribution for the VIP player base.

Key Responsibilities

  • Managing the even distribution of workload across the team
  • Effectively managing the Casino Executives, ensuring all day to day tasks are carried out to a high standard and support where necessary
  • Review, collate and manage team rotas
  • Lead and develop the Executives by giving regular feedback on performance and development plus identifying training needs
  • Demonstrate a passion for the brand and create customer centric service within the team
  • Analysing player behaviours and activity over time to identify triggers for VIP players to ensure player activity is optimised at all times
  • Generating weekly reports on team performance vs set stats and KPI’s, presenting to the management when required
  • Establish relationships with an assigned group of VIP players via phone, email and chat – keeping in contact with them to ensure they are happy with the service and stay loyal to the business
  • Evaluate and monitor VIP players to ensure maximum lifetime value by ensuring the lapse report is kept up to date
  • Reach out to players proactively who are on the lapsed report and to reactivate dormant accounts
  •  Identify non-VIP players who have VIP potential and upgrade these individuals when necessary
  • Supporting the Head of Casino with marketing and promotional activities when required (organising events, inviting VIP players who have won prizes, delivery of prizes, etc.)
  • Plan and attend VIP events in UK when required – this will involve hosting the event, meeting, greeting and interacting with VIPs
  • Manage the VIP Event float of approximately £1,000

Specialist Skills and Experience Required:

  • Proven experience leading a team
  • Ability to hit set targets and objectives within a fast paced environment
  • High level attention to detail
  • Proven experience in a customer service role, ideally with VIP or high-end customers
  • Experience communicating with customers by phone, email and chat
  • Exceptional communication skills
  • Good commercial knowledge of the gaming industry, particularly within bingo and casino
  • A strong ability to work with numbers
  • Self-motivated with the ability to work alone and take initiative
  • High level of IT skill, tech-savvy

Based in Gibraltar, not only is this a fantastic career opportunity, it is also a chance to experience a great lifestyle in a location with over 300 days’ sunshine per year! For further information regarding relocating to Gibraltar/Southern Spain and working in the online gaming industry, please have a look at our YouTube video.

So, if you are looking for this exciting position, and want to work for an industry leader in the sun, look no further and send your CV to apply@castlehillrecruitment.com