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We are looking for a VIP Team Lead join our team. The VIP Team Lead is responsible for managing a team dedicated to delivering exceptional service to high-value players. This role involves overseeing VIP client relationships, driving player retention, and ensuring revenue growth through personalized engagement and proactive service strategies.
We’re here to support you every step of the way, just as you support us. We are committed to being a people-first organization, not just in words but in practice. Our foundation is built on transparency, camaraderie, and mentorship, with a strong focus on your well-being. As a valued member of our team, you'll be part of a culture that celebrates diversity and inclusion and an environment that fosters career growth and development. We can’t wait to welcome you on board!
Job Responsibilities:
1. Team Leadership
o Lead and manage the VIP team, providing guidance, training, and performance feedback.
o Develop team strategies to enhance VIP player retention and loyalty.
o Set clear goals for the team and ensure alignment with company objectives.
2. VIP Player Management
o Develop and maintain strong relationships with high-value players, understanding their preferences and gaming habits.
o Ensure VIP players receive personalized offers, incentives, and account management.
o Act as the point of escalation for complex client issues and provide timely resolutions.
3. Data Analysis and Reporting
o Analyze player data to identify trends, opportunities, and risks.
o Report on team performance, player engagement, and revenue outcomes to senior management.
o Use data-driven insights to refine the VIP strategy and improve service delivery.
4. Retention and Engagement
o Create and oversee loyalty programs, events, and promotions tailored to VIP players.
o Collaborate with marketing and product teams to develop campaigns that resonate with high-value clients.
o Monitor and respond to player feedback to improve the overall gaming experience.
5. Operational Oversight
o Ensure that all VIP accounts are managed efficiently and in compliance with company policies.
o Develop and refine operational procedures to optimize the VIP journey.
What we'd like from you:
· Language Proficiency: Native or fluent in English. Being able to speak German or Finnish is a plus.
· Proven experience in account management, customer service, or a similar role within the iGaming industry.
· Strong understanding of online casino and sports betting products and services.
· Excellent leadership skills with experience managing a high-performing team.
· Exceptional interpersonal and communication skills, including negotiation and problem-solving.
· Data-driven mindset with the ability to interpret player analytics and CRM data.
· Proficiency in CRM and customer engagement tools.
· Strong organizational skills and the ability to multitask in a fast-paced environment.
Benefits:
