VIP and Loyalty Manager - iGaming

BettingJobs is working with a successful international sports betting and gaming manager who are looking for a VIP and Loyalty Manager to join their team in Dubai.

Responsibilities

• Devise, develop, implement, and oversee a comprehensive strategy for the VIP program.
• Build, lead and motivate a VIP team of enthusiastic, professional and service-driven individuals who have a sound knowledge of, and a passion for gaming.
• Create the reporting and analytical requirements that will provide the necessary insights to effectively measure success.
• Collaborate with the marketing team to develop and implement exclusive promotions and events for VIP clients.
• Oversee the client issue resolution process, ensuring prompt, professional, and satisfactory solutions.
• Ensure that key customer insights and any service-related issues are communicated to the wider business.
• Implement a process of communication which will be delivered both by the CRM team and VIP executives to ensure that there is visibility of all updates and promotions.
• Analyze main market KPIs and VIP customer journey touchpoints results to develop strategic goals to achieve sales and retention targets.
• Implement and oversee the VIP customer service SLAs and make the necessary adjustments to provide high-level service.
• Work with the operations team, so that the needs of VIPs are clearly inputted into the roadmap.
• Own a promotional budget, create, and execute specific promotions and VIP events, to ensure efficient spending and drive significant growth from the VIP segment.

Requirements

• A strong passion for gaming and an extensive knowledge of sports betting and gaming products.
• Proven and successful track record in establishing strong and long-term consumer relationships, being able to retain the highest-value relationships.
• Understanding of and the ability to execute value, experience or solutions-based sales strategies.
• Exceptional organizational skills and demonstrate calmness in uncertain and stressful situations, inspiring the same in your team.
• Must have extensive direct customer and team management experience.
• Knowledge/experience of the African Gaming Market.
• Proven experience in budget management.
• Demonstrate an ability to lead with a vision establishing a healthy working culture in a team.
• High proficiency in MS Word, PowerPoint, MS Excel, and CRM systems.
• Organized, accountable, and conscientious.