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About The Role

Role Purpose

The VIP Executive is responsible for developing personal relationships with a portfolio of VIP players, providing an unrivalled level of service which leaves a lasting impression to high valued customers. The purpose of this is to continuously increase the loyalty and value of our VIP community. You will be responsible for identifying and developing new VIP customers, increasing overall player lifetime value and the revenue contribution for the VIP player base.

You will be resilient and thrive on selling and negotiating, without ever losing sight of what’s best for the customer and business. The role will work towards contributing to the VIP strategy, CRM plan and marketing initiatives to acquire, retain and reactivate VIP players.

The VIP Executive sits within the Gaming Brands team and reports in to the VIP Team Leader.

Key Responsibilities

  • Establish relationships with VIP players over the phone, email and chat. You will ensure you contact the VIP customers on a regular basis, as defined by your manager to achieve an optimal level of service and stay loyal to the brand
  • Evaluate and monitor VIP player accounts using the team spreadsheet and IMS system, to identify triggers to ensure we are maximising the players lifetime value and optimise a competitive programme.
  • Utilise back-office systemsand team spreadsheets to ensure all files are kept up to date and are easily shared across the team
  • Reach out to lapsed VIP players to try and reactivate dormant accounts, whilst ensuring you are following the responsible gambling guidelines
  • Carrying out promotional activity as defined by the Promotions team to specific high value customers
  • Work with the compliance team to understand responsible gambling guidelines and applying this to your day to day work
  • Ensure all VIP players are aware of the responsible gambling guidelines and are adhering to set policies and regulations
  • Identify players on the systems that have the potential to become a VIP player. You will contact those players and look to upgrade their account via the company systems, ensuring you follow the process communicated by the team manager
  • Work to achieve KPIs set by your team manager, including call targets and quality assurance checks which are based on quality, clarity and speed of responses, to deliver an optimal service to our VIP community
  • Agree varying monthly targets with the Team Leader and VIP Manager and then work to achieve these within the agreed deadlines
  • Supporting the VIP Team Leader with marketing and promotional duties including organisation of company planned events and collation of guest lists for VIP events based on the VIP players that have won prizes through the site
  • Organisation of VIP player prizes, ensuring there is a log when a VIP player wins a prize and then following the processes through making sure the player receives their prize
  • Attend VIP company planned events alongside other team members and getting involved in the hosting of the events and building relationships with players
Specialist Skills and Experience Required
  • Proven experience in a customer service role, high end customer experience would be beneficial
  • An understanding of the gaming industry is desirable
  • Experience communicating with customers by phone, email and chat
  • Good communication skills
  • Self-motivated with the ability to work alone and take appropriate responsibility for actions
  • Strong numeracy skills
  • Work effectively in a team, supporting colleagues and sharing knowledge
  • Detail focused with a strong attention to detail
  • Good IT skills including strong experience working with MS Office