VIP Team Leader

17/02/12

Job description

Our client, an international iGaming platform provider and market leader in their field, is looking to hire a VIP Team Leader.

Purpose of the Role:

Responsible for telemarketing, website communication (messaging, promotions and offers), email processes and interacting with VIP players to maintain and where relevant improve wagering, net gross win and deposits from the VIP player group across all networks, brands and territories.

Primary Responsibilities:

To implement and develop the program for providing a personal service to the VIP player group in order to maintain and where relevant improve player wagering, deposit and net gross win levels.

Acquisition:

Input into acquisition efforts as relevant with Head of Marketing and Finance Manager, Marketing Operations and Conversion Optimisation Analyst to ensure acquisition marketing campaigns take into account VIPs.
Plan for level of activity required to support expected volume of VIPs and brief VIP team accordingly.

VIP Relationship Management:

To develop the VIP program to personally service and support VIPs based on their frequency of spend, product preferences and wagering patterns.
To be personally responsible for the top 20 VIPs and the business P/L for the top 20 VIPs.
To ensure that the Top 20 VIPs’ needs are understood and met, and that a personal service is delivered to facilitate their wagering on site.
To ensure that all communication to VIPs are compliant with Gambling Commissions policy and is appropriate to the VIP preferred mode and frequency of play.
To provide out of hours support to the top 20 VIP players as required.
Implement and optimise the brief for email templates (design and copy) for ECRM and Auto mails to improve results.
To effect an efficient prevention program to spot early signs of lapsing and prevent VIP lapsing as relevant to the business and appropriate to the Top 20 VIPs’ personal circumstances.

Internal Services:

Liaise with the New and Reactivated Players Manager teams and Multi Depositors team to receive details of new VIPs to incorporate into the VIP program of activity.
Liaise with BI Analyst for production of telemarketing lists, reporting on new and reactivated players’ metrics, templated and ad hoc reports.
Liaise with the Creative Manager(Copywriter and Designer) to produce effective onsite and offsite communication to optimise the VIP players’ response based on their life stage and state.
Liaise with the Email Marketing team for reporting on activity related to auto email and ECRM efforts and delivery of email communications to VIPs.
Liaise with the Fulfilment and CS team for onsite Chat initiatives, CS related support and VIP gift fulfilment, which are required to achieve the business goals for VIP players.
Liaise with external agencies to develop VIP events and innovative gifting solutions.

Occasional Responsibilities:

To understand the share of Top 20 VIPs’ wallet and the overall context within which their gaming with the brand fits.
To develop business and VIP appropriate services, product functions and features to meet gaps and opportunities that will help maintain or improve Top 20 VIP P/L.
Develop a scheme for quality assurance on telemarketing activity measuring effectiveness of achieving business metrics, customer satisfaction and coaching VIP Associates for improvement as relevant.
To provide weekly feedback on VIP activity in order to ensure timely and consistent reporting of quality trends.
To develop and manage Top 20 VIP Player profiles based on information captured from telemarketing efforts and communicate this to the Marketing Manager and Retention Manager to build their understanding of the top VIP players they have attracted and that the VIP team services.
Create and document standard operating procedures and develop a program to train all current and new team members to maintain a good standard of performance and quality.
Build efficient processes to increase overall productivity.

Knowledge/Expertise/Qualifications:

Essential:

Strong relationship building skills gained within a high end retail, luxury brand, high end hospitality environment in an end user - customer facing role.
Face to face and telemarketing based relationship of high net worth customers.
Strong service ethic gained within a demanding high end customer facing environment using telemarketing and face to face contact.
Excellent persuasive and motivational skills demonstrated in a high end customer environment in a customer facing role.
Excellent organisational skills managing and scheduling resource in a busy high end retail or hospitality sector with a demanding customer environment.
Strong attention to detail and proven experience in delivering quality services to end users using internal resources and support systems in addition to their own efforts in a customer facing environment.
Developed, implemented and optimised effective telemarketing and ECRM programs in a prestige product/service sales led environment.
Able to effectively build relations with customers from all walks of life.

Desired:

Experience of working in an online gambling organisation managing relationships with VIPs.
Experience of working in a matrix organisation and proven to be effective in building relationships internally and externally.
Experience of outbound telemarketing to High Net Worth customers.
High end customer facing management level experience gained in a retail or hospitality background.