The VIP Team Leader is responsible for overseeing the daytoday management and performance of the VIP Account Management team for the Spanish and Portuguese Market ensuring highvalue players receive an exceptional and personalized service. The role focuses on leading the team to maximize player satisfaction retention and overall value while implementing strategies to protect business revenue coming from VIP players. The VIP Team Leader is a pivotal link between senior management and the VIP team aligning VIP initiatives with the companys overall business strategy.
Qualifications :
Essential:
Experience in VIP Management:
* Minimum of 35 years of experience managing VIPs in an online gaming or similar customercentric environment with a proven track record of managing highvalue accounts.
Leadership Experience:
* Demonstrated ability to manage and motivate a team with experience in leading highperformance teams in a targetdriven environment.
DataDriven Approach:
* Strong analytical skills with experience in using data to drive decisions measure success and optimize VIP programs.
* Expertise in CRM platforms segmentation and tailored account management techniques for highvalue customers.
Market Knowledge:
* Solid understanding of the online gaming industry including player behaviours regulatory landscapes and VIP market trends.
Communication Skills:
* Excellent verbal and written communication skills with the ability to influence stakeholders at all levels.
Additional Information :
Team Management:
* Lead and manage a team of VIP Account Managers dealing with Spanish and Portuguese customers providing ongoing coaching support and performance management to ensure individual and team goals are met.
VIP Strategy Execution:
* Implement the agreed VIP strategy ensuring alignment with the overall business objectives and driving the execution of key initiatives to grow the VIP segment.
Player Retention:
* Ensure the VIP Account Manager develop and maintain strong relationships with highvalue players that enhance player engagement and retention.
Performance Monitoring:
* Regularly analyze team performance metrics (e.g. player retention deposit and staking growth) using datadriven insights to optimize strategies and tactics.
AML & RG Compliance:
* Ensure that VIP account managers adhere to all regulatory requirements related to AntiMoney Laundering and Responsible Gaming ensuring early identification of risk players and escalating any concerns accordingly.
Stakeholder Collaboration:
* Work closely with AML Safer Gambling CRM Product Marketing and BI teams to ensure that all VIP initiatives are wellcoordinated and aligned to Entains policies.
Reporting & Analysis:
* Provide detailed reports to senior management on the teams performance key player activities and campaign effectiveness. Make recommendations for continuous improvement.
Escalation Handling:
* Manage escalated VIP player issues ensuring timely and satisfactory resolution while maintaining the highest level of professionalism.
Market Awareness:
* Stay informed about competitor activity and market trends ensuring the team remains competitive in offering personalized services to VIP players.
Ethics & Integrity:
* Adheres to the highest standards of business ethics and compliance always acting in the best interests of the players and the company.
Leadership:
* Demonstrates strong leadership with the ability to inspire motivate and develop a team to reach its full potential.
PlayerCentric Mindset:
* Highly focused on delivering exceptional service to highvalue players ensuring their needs and preferences are met proactively.
Analytical Thinking:
* Capable of evaluating data identifying trends and making informed decisions to continuously improve VIP services.
Adaptability & Problem Solving:
* Able to navigate complex challenges and adapt quickly to changing market or player needs ensuring smooth operation of VIP activities.
Resilience Under Pressure:
* Maintains calm under pressure handling escalations or difficult situations with professionalism and poise.
At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.
Remote Work :
No
Employment Type :
Fulltime