Gaming VIP Account Manager- German Speaking

Key Responsibilities

Tipico Casino is part of the Tipico group – the #1 sports betting company in Germany, both online and through our retail network.

The Gaming department is responsible for the revenues generated in the Casino and responsible to deliver the budgeted annual NGR. It is split in 2 main teams: Operations/VIP and CRM. Operations/VIP team manages lobby management, new game releases and analysis, VIP management, potential VIPs management etc. CRM team is responsible for the overall CRM strategy and customer communications.

 

Job Description

What you will do

As VIP Account Manager, you will be responsible for all users labelled 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. Due to the nature of this business weekend and evening shifts will be required from time to time.

Key Duties and 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
  • Collect feedback by talking to VIP players and escalate it to responsible team
  • Welcome potential VIPs to the website after they made their first deposits
  • Answer VIP queries and ensure a fast and for the VIPs satisfactory solution
  • Work closely with the CRM team to ensure proper segmentation of promotional and bonus offers
  • Contact big winners and big losers on a daily basis
  • Knowledge sharing with other VIP Account Managers
  • Becoming an expert in Casino Games, being able to talk the players language when it comes to Casino conversations

Requirements

What you offer

  • German native speaker with English to a business standard
  • Excellent communicator across all channels with high confidence on the phone
  • Business- and sales oriented approach
  • Passion for Casino and knowledge of Casino games (Slots, Table Games, Live Dealer)
  • Good analytical skills, with good knowledge of Microsoft Excel. Experience with Salesforce is considered a plus
  • Ability to deliver results and outstanding services whilst working to tight timelines
  • Flexibility to work shifts, including evenings, weekends as well as public holidays
  • Self-starter with a positive, can-do attitude and good problem solving skills

Additional Details

What we offer

  • Agile and multicultural company with flat hierarchies
  • Self-organised, self-responsible and entrepreneurial employees
  • Competitive salary, Health and Dental Insurance, Performance Bonuses, Subsidised Parking, Sports incentives & Childcare
  • Opportunities to develop and grow
  • Relocation Assistance
  • Office sea-views, social events, healthy treats, kitchen on every floor

Location

Saint Julians, Malta
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