Multi-channel sports betting and gaming entertainment provider
Responsibilities
Develop and execute VIP strategies and programs to enhance player engagement, retention, and monetization
Build and develop strong relationships with VIP customers. This involves understanding their gambling preferences, betting habits, and financial capacity
Offer personalized betting and gaming experiences to VIP clients, campaigns, bonuses, and incentives to their individual preferences
Implement strategies to ensure VIP clients remain loyal to the company. Resolve any issues or concerns they may have, providing exceptional customer support, and offering reason for continued play
Keep VIPs informed about betting campaigns, special odds, and exclusive betting opportunities through various communication channels, including email, phone calls, or SMS
Design and optimize player journeys, ensuring strong and relevant interactions across touchpoints to drive desired player behaviors and maximize player value
Monitor and analyze VIP campaign performance, leveraging data insights to refine strategies, optimize conversion rates, and increase player engagement and revenue
Analyze customer data to gain insights into VIP clients’ gambling behavior, preferences, and spending patterns. This information can be used to optimize the VIP program and improve customer experiences
Collaborate with other departments, such as customer support, CRM, fraud, gaming, sportsbook, compliance, to provide a strong VIP betting and gaming experience
Address any gambling-related issues or disputes promptly and effectively, ensuring fair play and maintaining the trust of VIP clients
Manage the budget allocated for the VIP program, ensuring resources are allocated effectively to maximize returns
Ensure compliance with local regulations and legislation, data privacy regulations and industry standards in all CRM/VIP activities
Requirements
Bachelor’s degree in Marketing, Business Administration, or a related field. A master’s degree is a plus
Minimum 3 years of proven experience as a VIP/CRM Manager or similar role within the online gaming industry
Strong understanding of the betting and gambling industry, including knowledge of games, odds, and betting terminology
Proficiency in utilizing CRM systems, marketing automation platforms, and customer data analysis tools
Excellent analytical skills, with the ability to interpret data, identify trends, and generate actionable insights to drive decision-making
Experience in segmentation and personalization strategies, leveraging customer data to deliver targeted campaigns and communications
Effective problem-solving skills to address customer issues and resolve disputes promptly and fairly
Customer oriented, being flexible and willing to adapt to changing customer preferences and market conditions
The ability to identify opportunities for upselling and cross-selling betting or gaming products to VIP clients
Strong project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines
Excellent communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at various levels
Knowledge of online gaming industry trends, player behavior, and player lifecycle management
