Germany VIP Manager

  • Location: Sliema
  • Salary: €35,000 pa
  • Type: Permanent
  • Job reference: 20073

An established international provider of online casino is now looking for a German VIP Manager to join their team in Malta. 

As VIP Manager, you will be responsible for all users identified as VIP with the focus on increasing their customer lifetime value whilst decreasing churn. Using your analytical skills and profound understanding of customer behaviour, you are able to spot any need amongst the VIP segment and react in a fast and efficient way.

Key Responsibilities;

  • Monitor and analyse the VIP database on a daily basis and take appropriate actions to ensure maximum value through their life cycle
  • Constantly reactivate players with calls, emails, SMS and chat
  • Up-sell potential VIP players by keeping track of their behaviour and ensure they receive targeted offers
  • Communicate with other teams to ensure optimisation of player management
  • Create and oversee marketing and player management strategies for VIPs
  • Own and resolve VIP complaints, managing the escalation from gaming support queries
  • Welcome potential VIPs to the website after they made their first deposits
  • Answer VIP queries and ensure a fast and satisfactory solution
  • Work closely with the CRM team to ensure proper segmentation of promotional and bonus offers
  • Interact with VIP players on a daily basis in regards to winnings or losses
  • Encourage revenue growth by pro-active platform and product x-sell

Skills and Attributes;

  • Native German Speaker with a fluency of the English language
  • Experience of running excellent VIP management and operation
  • Must be flexible for travelling on business trips
  • Proven experience of building and managing relationships with iGaming VIP’s
  • Experience in cross departmental collaboration
  • Strong organisational skills and experience of balancing multiple projects
  • 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
  • Outstanding interpersonal skills and the ability to establish positive relationships with employees at all levels of the business as well as external partners
  • Passionate about Casino games
  • Business & Sales oriented approach


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