Head of VIP, Europe

Our client, an international Gaming and Gambling operator, is looking for a Head of Key Account Management, in Southern EU.

In this role you will drive revenues across all markets by leading and managing a team to develop and maintain profitable relationships with VIP customers. 

 

Responsibilities

  • Achieve financial performance against targets and deliver a positive ROI;
  • Develop and drive a strategic approach to customer engagement and service offering;
  • Establish and maintain a comprehensive customer database;
  • Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs; 
  • Manage all aspects of the relationship with the player, including daily/weekly/monthly communications, queries, contacts and escalations including out-of-office hours when necessary;
  • Manage the key accounts lifecycle including the onboarding of new customers in the key segment, build customer loyalty, reactivating churned ones and planning customer surveys through our outbound channels;
  • Utilize daily reporting and analysis to extract insights and drive sound business decisions; 
  • Ensure compliance with all applicable regulations and legislation so that all risks within areas of responsibility are identified and managed effectively;
  • Comply with and uphold company expectations including RG and player safety policies and procedures, department goals, and business strategy;
  • Conduct yourself with the highest level of integrity and honesty;
  • Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders;
  • Lead a team of Key Account Managers that manage all aspects of the relationship with the customers.


Requirements

  • Extensive knowledge and experience of the online gaming industry;
  • Fluency in English;
  • Commercial and financial acumen; 
  • Experience of delivering commercial value through campaign strategies and bonus awards;
  • Proven record of setting, communicating and achieving financial targets and KPIs;
  • Exceptional leadership skills;
  • Detail-oriented with effective time management skills and the ability to produce results while working under pressure;
  • Excellent communication, presentation skills, and ability to influence at all levels;

§  Analytically curious with the ability to think outside the box to resolve issues quickly and effectively