Job Requirements
Title VIP Manager (Sports)
Role RecruitGibraltar are currently recruiting for a VIP Manager to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

This is a 9 month contract to cover maternity but could be extended

What is the plan for the VIP Manager role?

As VIP Manager you'll be responsible for managing the day-to-day operation of the Sports VIP team in Gibraltar. The
team consists of French, Dutch, English and Italian speaking VIP Associates, and the VIP Team Manager will be
responsible for coordination and scheduling of the team to meet business objectives. You'll also support the team to
resolve issues when necessary, and in some cases talk to our VIPs directly as a senior manager.
In addition, you'll create weekly reports for the Head of VIP, and will be responsible for improving NGR, retention and
growth rates against business targets and needs for high value VIP customers, which is the key KPI they will be
measured on.

What will you do as a VIP Manager?

 Manage the VIP Sports team in Gibraltar pushing them to hit targets and monitor the quality of their calls/emails
 Develop, plan and implement strategies aimed at maximising VIP customer lifetime value and profitability.
 Work with the Head of VIP, Head of CRM and Head of Sportsbook to define the contact strategies for VIP customer segments needed to deliver turnover and NGR targets.
 Proactively encourage NGR growth & use of new channels and platforms e.g. Mobile.
 Work alongside the Sports CRM team to make sure all player performance and offers are analysed and evaluated accordingly.
 Work alongside the customer service team, trading, payments and fraud departments and escalate VIP issues to be a priority for resolution.
 Provide constructive feedback from VIP customers to the business to improve product enhancements and revenue opportunities.
 Identify new potential VIPs, through analysis as well as appropriate reporting and by offering the appropriate incentives.
 Other required duties assigned by Head of VIP.

What do you know that makes you a great VIP Manager?

 Fluent English speaker.
 High level of sports betting knowledge and very keen interest in sport, especially football and relevant sports
in our customers' territories.
 Experience of managing VIP customers within an online gaming brand
 Proven CS management experience
 Business-oriented with focus on marketing, analytics or communications.
 Driven by desire to provide top-class attentive service to high-value customers, while being articulate with first class verbal and written communication abilities.
 Proven experience in Customer Services, Sales or Accounts Management.
 A quick learner who can master the Contact Management tools we use and learn to analyse the data provided
 Analytically curious and able to identify customer trigger points so that our marketing activity has the maximum impact.
 Ability to think outside the box to resolve issues quickly and effectively and produce results while working under pressure.
 Flexible to work weekends and after office hours.
 Good organisational and prioritisation skills, able to succinctly communicate project status and influence senior decision makers with clear fact-based rationales.
 Knowledge of how to use contact management systems to their full potential
 Ability to drive change across all levels of an organisation clearly define, articulate and build a roadmap to
revolutionise a departments culture and ways of working.
 Fluency in a 2nd language is a plus.

Salary based on experience with bonus, an excellent package and private healthcare.
Job Industry Customer Service and Call Centre
Location Gibraltar
Job Status Active
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