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About The Role
 Role Purpose                                                      

The VIP Operations Manager - Outbound responsibilities are to create, develop, improve and execute all operational aspects of the VIP Outbound Team. This includes ensuring operational processes are put in place and understood and followed by the team.

The VIP Operations Manager – Outbound will improve current VIP retention activity in all VIP tiers and ensure the delivery and development of the VIP programmes to drive growth and revenue and build loyalty to the Ladbrokes & Coral brands and provide key support to other teams within Ladbrokes/Coral VIP structure.

Key Responsibilities                           

  • Work as an integral part of the VIP Management team to influence player activity with a view to increasing revenue and player retention providing feedback and identifying triggers which nurture existing players, so that the VIP activity is optimised to deliver competitive VIP programmes
  • Manage a team of Outbound VIP Agents to ensure value adding activity on every contact and measure this value for each Agent and project and report accordingly
  • Responsible for team rota, training, QA and development of the Outbound Agents.
  • Gather key feedback from VIP customers and inform relevant business and operational teams and raise priority issues if necessary
  • Manage all Upsell promotional activity, follow up closed VIP accounts, follow up escalated service issues and manage all retention activity for the team
  • Ensure PVIP programs for both Ladbrokes and Coral are implemented and journeys optimised
  • Full commercial awareness of all processes and procedures which involve VIP customers always being aware of business needs – this includes RG, Source of Funds, Inbound and Outbound contact methods, CRM and Segmentation
  • Provide reporting and analysis for current and future operational processes, taking advantage of resources from the VIP Analysts and BI
  • Follow up Coral and Ladbrokes community activities and action player feedback when necessary
Specialist Skills and Experience Required
  • Demonstrate previous leadership experience in a similar role/environment
  • High interest and good all-round knowledge of Sports and Gaming
  • An understanding of the gambling industry and hold a strong insight into sports and gaming player behaviour is desirable
  • Work independently, take appropriate responsibility for actions and make sensible decisions
  • Be confident in dealing with colleagues within the business at all levels
  • Good English and Maths standards
  • Good Word, Execl and Powerpoint skills