Position: Head of VIP Retention
Company: SpeedlineHub
Experience required: 2y
Category: Other
English level: upper
Published: 2023-05-01T00:00:00+03:00

We want to create a VIP team that will include user service in combination with sales.
We need a person with experience in a igaming and a VIP structure. You will need to build a team and processes. First of all, it is to build interaction with premium segment players through calls, mails and personal bonuses. Both incoming and outgoing. And also develop a bonus policy for VIPs.
- Conduct analysis and reports on VIP activity;
- Manage a team of VIP managers;
- Be responsible for VIP gifts and events;
- Assist with the acquisition of new VIPs;
- Analyse and pro-actively anticipate VIP needs and identify new opportunities;
- Create an enhanced, proactive service for VIP members to create and encourage loyalty and increase customer satisfaction levels;
- Deal with escalated issues/queries for VIPs, source solutions to ensure effective resolution, and proactively offer advice;
- Cultivate a strong relationship with VIP players, developing them through regular one-to-one correspondence by email, telephone, live chat, post, and face-to-face;
- Provide accurate weekly and monthly reporting;
- Keep up to date with any significant industry changes that may affect the VIP accounts;
- Have a professional approach to work and a real passion to be the very best, taking pride in the products our clients create and deliver;
- Manage the VIP P&L.

Benefits:

- paid vacations (20 working days/ year);
- fully paid sick leaves according to the company’s policy;
- English courses;
- professional development and educational events (within your personal training budget);
- sessions with corporative psychologist.