Head / Director of VIP.

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Head / Director of VIP

Posted 15 days ago
Attractive & competitive packageJob Reference: 36459

Head / Director of VIP

Purpose of the role:

The Head of HVC Relationship Management is responsible for developing and executing the strategy to identify, acquire, and retain high-value customers (HVCs) across the Group’s portfolio. This role will lead a team of relationship managers and work closely with marketing, sales, operations, and analytics to deliver a personalised experience that maximizes customer loyalty and lifetime value.


You will be responsible for:

Strategy Development

  • In collaboration with our Acquisition teams, design and implement a comprehensive HVC relationship management strategy that aligns with the company’s growth objectives, per region.
  • Develop initiatives and programs to attract, engage, and retain high-value customers.
  • Set and monitor KPIs for HVC engagement, satisfaction, and retention.


Customer Acquisition & Retention

  • Identify potential HVCs through data analysis and market research.
  • Develop personalised engagement plans for HVCs, including bespoke promotions, events, and experiences.
  • Ensure the highest level of service is provided to HVCs, addressing their needs proactively and resolving issues swiftly.


Team Leadership

  • Lead, mentor, and develop a team of HVC Relationship Managers, ensuring they have the tools and training needed to succeed.
  • Foster a culture of excellence, innovation, and customer-centricity within the team.
  • Set performance targets for the team and regularly review their progress.


Collaboration & Stakeholder Management

  • Work closely with cross-functional teams, including marketing, sales, product, and operations, to deliver a seamless HVC experience.
  • Collaborate with the analytics team to leverage customer data in refining HVC strategies and measuring their effectiveness.
  • Build strong internal and external relationships to enhance the value proposition for HVCs.


Customer Insights & Reporting

  • Regularly gather and analyse customer feedback to improve the HVC program.
  • Report on HVC performance metrics to senior leadership, providing insights and recommendations for improvement.
  • Stay informed of industry trends and competitive activity to ensure our HVC offerings remain compelling and competitive.
  • Plan and execute exclusive events for HVCs, ensuring these experiences enhance customer loyalty and brand affinity.
  • Manage budgets related to HVC initiatives, ensuring all activities are cost-effective and deliver a strong ROI.


Essential Requirements:

  • Bachelor’s degree in Business, Marketing, or a related field
  • Demonstrable experience in customer relationship management, preferably with a focus on high-value clients
  • Proven track record of developing and executing successful customer engagement and retention strategies
  • Strong leadership skills with the experience of managing and developing high-performance teams in the iGaming sector
  • Analytical mindset, with the ability to use data to drive decision-making and strategy development
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders