The VIP Account Manager’s priority and aim is to create and maintain loyalty with the most important customers. Identification and segmentation will be made referring to reports and monitoring customer activity.
Retention will be made by supporting the VIP customers via email, live chat, and phone and by proactively promoting ongoing and upcoming campaigns across all products (Casino, Poker, Sport and Bingo) and events.
As user experience is of essence, the VIP Account Manager will ensure that good communication with the Support and Risk/Payments departments, regarding VIP customer accounts is held.
Responsibilities
- Promote marketing campaigns towards VIP customers.
- Ensure each VIP account is rewarded, and that each VIP customer is enjoying a tailored experience with personal loyalty rewards.
- Proactively develop high-value customers and potential VIPs into long-term VIP customers.
- Be the face to face personality of the brands for the VIP customers.
- Promote, develop and execute VIP events and meet customers face to face.
- Actively retain customers via phone interaction.
- Reactivate dormant accounts.
- Handle VIP customer support through offered communication channels and handle/report all feedback.
- Follow up on specific customer support cases relating to VIP customers (such as KYC verification).
- Player profiling.
- Ad hoc duties.
- When required assist with UK/International VIP responsibilities.
