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- Build and maintain strong, long-term relationships with high-value players, serving as their trusted point of contact the casino product.
- Provide exceptional service to VIP clients through regular communication (email, phone, chat), ensuring their satisfaction and loyalty.
- Develop tailored strategies to retain and increase the activity of VIP players, offering bespoke promotions and incentives.
- Proactively identify opportunities to maximize player engagement and revenue contributions.
- Act as an example for the team, showcasing best practices in relationship management, player retention, and professionalism.
- Provide mentorship and support to junior VIP Account Managers, fostering a collaborative and high-performing team environment.
- Monitor and report on key performance indicators (KPIs) such as player retention, satisfaction, and revenue contribution.
- Analyse player behavior and trends to inform strategic decision-making.
- Collaborate with compliance and risk teams to ensure VIP activities align with regulatory requirements and responsible gaming policies.
- Gather feedback from VIP clients to identify areas of improvement and innovate new initiatives to enhance the VIP program and ensure the casino remains competitive in the market.
- Proven experience in VIP account management or a similar role within the online casino industry.
- Success in managing high-value VIP players, driving retention and revenue growth.
- Native French speaker with fluency in English. Additional languages are a plus.
- Exceptional communication and interpersonal skills.
- Strong analytical and problem-solving skills, with the ability to interpret data and act strategically.
- Highly organized, able to handle multiple priorities and client demands efficiently.
- Expert-level knowledge of online casino products, player behavior, and market trends.
- Familiarity with CRM systems and VIP management tools.
- Experience in a leadership role, proactive and self-motivated who has the potential to step into a team lead role.
- Customer-focused, adaptable, and professional, with a high level of discretion and confidentiality.
