Job Description:
- Manage a portfolio of VIP users with the objective of retaining and increasing user values;
- Establish a 1-1 relationship with users, Creating tailor made offers for personalised service;
- Monitor and Analyse KPIs - identifying patterns and trends of the users;
- Budget Management - Ensure the relevant KPIs are acceptable with valid reasons;
- Evaluate market trends on existing offers ensuring we stay ahead of the game - leveraging experiences and bonuses to retain and grow your portfolio;
- Manage users' expectations and daily queries referring to our Products - Games, Payments, Offers, Rewards etc;
- Monitor and contact potential customers to expand the VIP segment;
- Profiling of VIP users;
- Coordinate with CRM team to ensure there are regular communications established that may include relevant offers;
- Act as a point of escalation for VIP Executive and Loyalty Agent team members.
- Input on the VIP Campaign plan with suggestions.
- Generate reports as requested.
- Support with VIP team projects and help drive team initiatives..
Requirements
Work Experience Minimum 3 years in iGaming CS, or minimum 2 years in iGaming VIP
Skills Fluent in German Language (written & spoken)
Strong communication skills including: negotiating, mitigating and critical reasoning;
Analytical sills including: ability to interpret data and prioritize action items.