VIP Key Account Manager

Key Responsibilities

As VIP Key Account Manager, you will be managing an assigned account portfolio of high value customers with the aim to increase the customer lifetime value while decreasing qualitative churn. Using your analytical skills and profound understanding of customer behaviour, you can spot any need amongst your VIPs 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.

Your daily playground:

  • Monitor and analyse your assigned portfolio of players daily and take appropriate actions to ensure maximum value through their life cycle
  • Constantly reactivate players with calls, emails, SMS and chat
  • Answer queries from your assigned players and ensure a fast and for the VIPs satisfactory solution
  • Responsibility of individual user KPIs of your assigned players
  • Communicate with other teams to ensure optimisation of player management
  • Own all aspects of the relationship with the player, including but not limited to hospitality events and invitation process
  • Create and oversee marketing and player management strategies for your assigned group of VIPs
  • Establish and maintain a personal one-to-one contact and relationship with your most valuable assigned VIPs
  • Collect feedback by talking to your assigned players and escalate it to responsible teams
  • Respond to players if needed and if possible out of office hours when contacted through the provided mobile phone
  • Execution of daily tasks for the wider VIP database if needed

Requirements

Which skills should you bring to the pitch:

  • German native speaker, with a high level of written German is a must for this role, as well as English to a business standard
  • Excellent communicator across all channels with high confidence on the phone
  • Business- and sales-oriented approach
  • Passion for sports and/or sports betting, especially football
  • Good analytical skills
  • Ability to deliver results and outstanding services whilst working to tight timelines
  • Flexibility to work shifts, including evenings, weekends, and public holidays
  • Self-starter with a positive, can-do attitude and good problem-solving skills
  • Must be willing to travel
  • Good knowledge of Microsoft Excel and Salesforce is considered a plus
  • Customer Care and/or VIP hospitality experience is desirable

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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