SUMMARY:
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POSITION INFO:
An established iGaming and Sports Betting operator is seeking an experienced and commercially driven VIP Manager to develop, manage, and grow relationships with high-value players. The successful candidate will be responsible for maximizing player retention, increasing customer lifetime value, delivering exceptional customer experiences, and driving revenue growth across VIP segments.
The VIP Manager will serve as the primary point of contact for premium customers, ensuring personalized engagement, proactive account management, and the delivery of world-class VIP experiences in a highly regulated and competitive gaming environment.
Key Responsibilities VIP Account Management
- Manage and develop relationships with high-value and VIP customers.
- Act as the primary contact for assigned VIP players.
- Deliver exceptional customer service through personalized engagement strategies.
- Understand player preferences, behaviors, and spending patterns.
- Build trust and long-term customer loyalty.
Customer Retention & Revenue Growth
- Develop and implement retention strategies to maximize customer lifetime value.
- Identify opportunities to increase player activity, deposits, and engagement.
- Monitor player performance and activity metrics.
- Execute reactivation campaigns for dormant VIP accounts.
- Achieve revenue, retention, and customer satisfaction targets.
VIP Rewards & Promotions
- Design and coordinate personalized VIP offers, bonuses, and promotional campaigns.
- Manage VIP loyalty programs and exclusive rewards initiatives.
- Coordinate special events, hospitality experiences, and premium customer engagements.
- Ensure promotional offers align with responsible gaming and regulatory requirements.
Data Analysis & Reporting
- Analyze player data and behavioral trends.
- Monitor key VIP performance indicators and customer activity.
- Generate regular reports on VIP revenue, retention, churn, and campaign effectiveness.
- Provide recommendations for improving VIP program performance.
- Identify emerging opportunities and risks within the VIP customer base.
Cross-Functional Collaboration
- Work closely with Marketing, CRM, Customer Support, Product, Trading, and Compliance teams.
- Support campaign planning and customer acquisition initiatives.
- Provide insights into VIP customer needs and market trends.
- Assist in the development of customer experience strategies.
Responsible Gaming & Compliance
- Promote responsible gambling practices.
- Identify and escalate potential problem gambling indicators.
- Ensure compliance with gaming regulations and company policies.
- Maintain confidentiality and integrity when handling customer information.
- Adhere to all regulatory and licensing requirements.
Minimum Requirements Education
- Grade 12 (Matric) essential.
- Diploma or Degree in Business, Marketing, Hospitality, Customer Relationship Management, or related field preferred.
Experience
- Minimum 3–5 years' experience in VIP Management, Customer Relationship Management, Account Management, or Retention Marketing.
- Previous experience within iGaming, Online Casino, Sports Betting, Gaming, Hospitality, Luxury Services, or Customer Loyalty environments.
- Proven experience managing high-net-worth or high-value customer portfolios.
- Track record of achieving customer retention and revenue targets.
Technical Skills
- Strong CRM and customer lifecycle management experience.
- Experience with customer segmentation and retention strategies.
- Proficiency in Microsoft Office Suite, particularly Excel.
- Experience with CRM platforms and analytics tools.
- Understanding of sports betting and online casino products advantageous.
- Strong reporting and data interpretation skills.
Key Competencies
- Exceptional relationship-building skills.
- Strong communication and interpersonal abilities.
- Customer-centric mindset.
- Commercial awareness and revenue focus.
- Negotiation and influencing skills.
- High emotional intelligence.
- Strong analytical and problem-solving skills.
- Excellent organizational and time-management abilities.
- Ability to work under pressure in a fast-paced environment.
- Professionalism, discretion, and integrity.
Key Performance Indicators (KPIs)
- VIP customer retention rates.
- Customer lifetime value growth.
- VIP revenue generation.
- Reactivation success rates.
- Customer engagement metrics.
- Customer satisfaction scores.
- Churn reduction.
- Responsible gaming compliance adherence.
