Position Overview
The primary role of the VIP Account Manager is to assist the Head of VIP and to establish and maintain direct relationships with high value customers, and to identify and execute opportunities for customer acquisition and retention, with a view towards maximizing profitability and growth of the company.Key Responsibilities
- Foster and maintain relationships with high value customers by supporting via VIP-exclusive phone, email and other communication tools considered to be the most effective for player(s)
- Understand and analyse activities and trend of high value customers, and able to take appropriate action to maintain the high-performance level
- Take responsibility on the managed accounts’ performance based on the agreed KPIs, by retention and reactivation effort
- Develop and execute customer acquisition and retention programs to achieve set targets
- Increase and retain the Casino/Sports customer base by identifying and executing new initiatives and technology, products, promotions and rewards programs
- Initiate and execute customer promotions to drive participation and increase turnover
- Increase retention rate of existing customers
- Organize, attend VIP exclusive events and engage with the customers, providing unforgettable VIP-only experience
- Identify and prevent players from churning by picking up any unusual behaviors or trend, and following the appropriate reactivation procedures
Requirements
- Previous customer support/VIP experience
- Online game industry experience
- Experience developing and executing tailored campaigns and communication to drive participation
- Proven ability to generate alternative solutions to satisfy customer needs
- Fluency in English (written and spoken) is required; additional languages are a bonus
- The ability to analyse a customer base and make recommendations to deliver growth
The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.
Why Work With Us?
At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). We offer:
- Competitive Salary & Benefits
- Growth & Development Opportunities
- Creative and Collaborative Environment
Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.