German Speaking VIP Specialist

Location Malta
Job Type Permanent
Salary Attractive Remuneration
Reference 29312

German Speaking VIP Specialist

The VIP Specialist will be responsible for identifying and retaining VIP customers and therefore increasing brand loyalty and revenues.

Duties:

  • Set up compensations and for VIP players according to set guidelines
  • Manage VIP relations daily.
  • Make regular promotional and relationship building emails to players.
  • Track and report on the performance of VIP players against agreed targets.
  • Generate and organize weekly potential, active, lapsing or lapsed VIP lists for contact and ensure they are contacted in a timely and appropriate manner with appropriate offers and treatment
  • Use data available to produce relevant commercial strategy to target lapsing high end players
  • Use data available to deliver effective promotional campaigns and to credit and record player bonuses
  • Communicate via chat, emails, SMS and phone with VIP players and deal with them efficiently and with the highest level of customer care
  • Able to work on shifts and on weekend when needed
  • Own and resolve VIP complaints, managing the escalation from gaming support queries
  • Gather feedback and input from VIP players to improve service offering
  • Build and maintain player profiles – analyse VIP behaviour/gameplay of players in order to optimise operational activities
  • Liaise with Head of VIP to optimize communication with VIP players

Experience

  • Minimum 1-year experience of running excellent VIP management and operation
  • Proven experience of building and managing relationships with I-gaming VIPs
  • Experience in cross departmental collaboration
  • Strong organisational skills and experience of balancing multiple projects
  • Excellent German and English communication skills (written, verbal and presentational)
  • Strong analytical and cost management skills
  • Ability to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure
  • Marketplace awareness and understanding of trends
  • Experience in casino product would be considered an asset.
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