Job Listing

JOB DESCRIPTION

Summary:

The Head of VIP Services will be accountable for working with the business on strategic oversight of VIP and Hosting and maximizing the active players and revenue generated by VIP players. As well the HVS will be responsible for working with VIP CS leaders to ensure the tactical plans are executed and staff is maximized.

Responsibilities:

 Responsible for the P&L of the VIP players

 Understand the VIP programs globally and look for ways to standardize on best practices where applicable.

 Work with global Business partners to define VIP services for their region and VIP protocol for the region.

 Provide strategic direction of regional VIP CS leadership that will be responsible for the day to day offerings for VIP.

 Produce high-quality proposals, reports and process documents.

 Evolve, maximize and manage a system to onboard potential VIPs and measure the effectiveness of onboarding.

 Work with Hosting on business driven OKR’s and create a system for Host-Business Reviews.

 Ensure the VIP service level is being hit and report to Client Engagement on all SOW metrics.

 Work with Data to determine new ways to measure cause and effect for pro-active contacts, bonus spends and other touch points as agreed to with the business.

 Working with LCM Specialists and Marketing acquisition to identify campaign/testing opportunities, define objectives and deliver plans to achieve them

 Liaise with Business Intelligence team to ensure effective reporting, look for opportunities to automate as much reporting as possible and ensure analysis being done and delivered in a timely manner

 Develop targeting and personalization strategies, utilizing informed data points to guide advanced segmentation decisions host and VIP contact, and other communications

Requirements:

 Ability to work with analytics to quantify results and offer insights on trending.

 Numbers-driven with a high level of accountability.

 Excellent English Language skills, both verbal and written.

 Excellent communication skills demonstrated through phone calls, emails, meetings, and presentations at all levels of the organization.

 Ability to travel and manage relationships over distance.

 Excellent social skills and the ability to build relationships with staff and multiple senior stakeholders.

 Understanding of VIP Players globally and the customer-centric service they want and while balancing what is best for business practices.

 Technically aware, comfortable working with multiple IT systems, databases.

 Ability to work under pressure with excellent organizational skills.

 Ability to work effectively as part of a team or alone, in a diverse cultural environment

 Self-motivated, quick learner and creative/critical thinker with strong strategic capability.

 Goal-oriented with the ability to adjust priorities and manage time wisely.

 Ability to travel.

Education and Experience:

 4+ years of experience in Team Management.

 2+ years of experience in VIP programs preferably with online gaming.

 Experience with setting up and running VIP Programs and Loyalty Programs from the ground up.

 Experience dealing with external stakeholders and representing the company externally.

 Experience using Microsoft tools as well as Internet applications.