GRS Recruitment are working in partnership with a well-known and established Online Gaming Company who are searching for a Head of VIP to join the team. For this role we are seeking a candidate with minimum 5 years working experience in a senior key account management position and minimum 3 years of experience in iGaming industry. If this sounds like the position for you, please reach out to GRS Recruitment for more information.
MAIN DUTIES AND RESPONSIBILITIES
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Lead and motivate VIP Account managers to improve customer service, cultivate lasting relationships with VIP customers to increase sales and customer retention.
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Planning and monitoring the day-to-day running of the team to ensure smooth progress.
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Revise and/or formulate the department’s policies/procedures and ensure their implementation.
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Determine the VIP department’s recruitment needs, run interviews, and hire new Account Managers.
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Oversee the training programs for new and existing employees in the VIP department and review the team’s performance through Quality Assurance checks.
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Analyse main markets KPIs and VIP customer journey touchpoints results to develop strategic goals to achieve sales/retention targets.
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Collaborate with the CRM, Country Managers, BI and Product development teams to develop strategic goals to grow and retain the existing VIP clients and ensure quality and cost-effective services.
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Communicate goals with the VIP team and ensure C-level executives are informed on the progress of those goals.
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Implement and oversee the VIP customers service SLAs and make the necessary adjustments to provide high level service.
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Analyse data to identify trends in customer complaints, problems with products or services, or opportunities for improvement.
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Monitor customer feedback about products or services to identify potential issues and ensure adequate escalation to the relevant department.
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Oversee customer support processes and organize them to enhance customer satisfaction
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Promoting a “Safer Gaming” philosophy.
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Staying UpToDate on rules, processes, and licencing needs.
CANDIDATE PROFILE
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Holder or Batchelors degree in Sales, business management or related field
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Proven and successful track record in establishing strong and long-term consumer relationships, being able to retain the highest-value relationships
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Communication skills are a paramount requirement of this position
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Must have a passion and genuine interest in consumer/market research as well as the insights that result from such analyses.
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Must have an ability to demonstrate an understanding of standard sales analyses and an ability to extract useful insights from raw data and information for the purpose of strategy creation, furthering key account agendas, and enabling the achievement of goals and targets
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Have exceptional organizational skills and demonstrate calmness in uncertain and stressful situations inspiring the same in your team.
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Demonstrate and ability to lead with a vision establishing a healthy working culture in his team.
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High proficiency in Ms Word, PowerPoint, and Ms Excel, CRM systems
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Accountability and conscientiousness
Due to the high volume of applications we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Hayley Buckle,
Hayley@grsrecruitment.com quoting the above job reference or call
+357 25 342 720 for further information.