VIP Manager
Esanda Consulting Ltd
London, UK
8d ago

Our client is a pioneer in building social games for web and mobile. It is a dynamic company going through rapid growth.

Due to this growth they are looking for a VIP Manager to look after their high value accounts

This role is key to the business talking care of their very best customers through excellence in account management, enhancement of customer journey and best of class interpersonal skills.

You need to understand both the business and customer needs through out.

Responsibilities will include :

  • Understanding what VIPs want and then developing a strategy to engage and retain VIP players.
  • Understanding customer data trends to meet retention and overall P&L targets delivered through VIPs.
  • Acting as the main contact for VIPs at events and key functions.
  • Gathering feedback and input from VIPs to improve service offering.
  • Ensuring the appropriate level of regular contact with key VIPs. This will require putting an appropriate customer service plan in place, answering all VIP complaints, managing the escalation from gaming support, and resolving multi channel queries.
  • Supporting the development of a loyalty program and ensuring it meets the needs of VIP customers.
  • Using data and analysis to monitor and optimise VIP performance based on a set of agreed performance indicators. This will include defining key trends, threats to individual VIPs and managing attrition by volume and value.
  • All of these indicators will be managed and reported on a regular, on-going basis.

    The ideal candidate will be strong with numbers as well as have an overall understanding or retention marketing with the necessary soft skills to carry out the role also.

    Digital background is essential and previous experience working in Online Gaming will be looked on positively. Previous experience working with VIPs and with a loyalty scheme is ideal.

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