VIP ACCOUNT MANAGER

Location: Malta  |  Malta  |  Malta
Sector: Data Sciences
Consultant: Franc Botha
Job Reference: FB-MRG
Salary: £29000 - £30000
Job Status: Permanent / Full Time

The VIP Account Manager will be fully accountable for the top value customer segments establishing good and long lasting relationship with them with the focus on increasing customer loyalty through exclusive Events and customized offers. Using your analytical skills and profound understanding of customer behaviour, you can spot any need amongst the VIP segment and react in a fast and efficient way.

Key Duties

  • Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them
  • Monitor individual customer behaviour and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements
  • Travel to meet customers and host money-can’t-buy experiences
  • Handle customers’ day to day queries and complaints, including out of hours when necessary, to provide the VIP with personal and ‘competition beating’ service
  • Monitor campaigns, manage targets and a budget
  • Handling Mobile phone to inbound/outbound contacts with customers
  • Act as a concierge for our top value customers
  • Maximising players value
  • Effectively identify and manage any risks within areas of responsibility
  • Reactivate dormant accounts
  • Help in the elaboration of the marketing plan for your customer segment and ensure the smooth delivery against it
  • Ensure that promotions are consistent, timely, attractive, cost-effective, and relevant and aligned with other areas of the business.
  • Develop, build and/or execute strategies to acquire new valuable customers / Potential VIPs
  • Cross-selling new products and channels. This would be done through face-to-face contact via hospitality and inbound and outbound communications
  • Working out of office hours, as business requires

Skills & Experience Required

  • Danish OR Finnish native speaker with English to a business standard
  • Experience of handling VIP customers contact and resolving queries is considered an advantage
  • Experience of hosting VIP customers at events is considered an advantage
  • You are approachable, personable and enjoy interaction with clients
  • Excellent sales and telesales skills
  • Great organisation, relationship building, planning and prioritisation skills, with strong attention to detail
  • Analytical mind and ability to manage promotional risk
  • Commitment to providing world-class service to valuable customers
  • Sound knowledge of Casino games and Industry
  • Have a genuine passion for the online gaming industry, either as a customer or through work experience in the industry
  • Self-starter with a positive, can-do attitude and good problem-solving skills