VIP MANAGER FRENCH / ITALIAN / SPORTS

Recruiter
The Audentia Group
Location
London
Salary
£35,000
Posted
13 Apr 2017
Closes
13 May 2017
Sector
Retail
Contract Type
Permanent
Hours
Full Time
Please note this role is for either a fluent French or Italian speaker with an interest in Sports.

The VIP Manager will be responsible for managing the day-to-day operation of Sports VIP accounts, maintaining and growing their activity, cross-selling new products and channels and building strong relationships through inbound and outbound communications, as well as possible face-to-face contact during hospitality.

In addition they will be responsible for improving retention and growth rates against business targets and needs for high value VIP customers, which is the key KPI they will be measured on.

Responsibilities:

- Manage accounts of portfolio of Sports VIP players, responsible for their P&L, player performance and lifecycle.
- Develop, plan and implement strategies aimed at maximising VIP customer lifetime value and profitability.
- Own all aspects of the relationship with the Player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts and escalations including out of office hours when necessary.
- Build a personalised relationship with players, in order to have a one to one knowledge of customers profiles including playing behaviours, interests, likes and dislikes, to enable you to offer an industry leading customer experience tailored to the needs of our VIP customers.
- Monitor individual customers' betting behaviour and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales, promoting the right behaviours.
- Work with the Head of VIP, Head of CRM and Head of Sportsbook to define the contact strategies for VIP customer's segments in Italy needed to deliver targets.
- Proactively encourage growth & use of new channels and platforms e.g. Mobile
- Work alongside the Sports CRM team to make sure all players performance and offers are analysed and evaluated accordingly.
- Work alongside the customer service team, trading, payments and fraud departments and escalate VIP issues to be a priority for resolution.
- Provide constructive feedback from VIP customers to the business to improve product enhancements and revenue opportunities.
- Identify new potential VIPs, through analysis as well as appropriate reporting and by offering the appropriate incentives.
- Other required duties assigned by Head of VIP.

Expertise:

- Native French or Italian speaker with fluent English.
- High level of sports betting knowledge and very keen interest in sport, especially football and relevant sports in your customer's territory.
- Business-oriented with focus on marketing, analytics or communications.
- Driven by desire to provide top-class attentive service to high-value customers, while being articulate with first class verbal and written communication abilities.
- Previous experience in Customer Services, Sales or Accounts Management
- Analytically curious and able to identify customer trigger points so that our marketing activity has the maximum impact.
- Have a strong hospitality driven approach to high-value customers.
- Ability to think outside the box to resolve issues quickly and effectively and produce results whilst working under pressure.
- Flexible working hours, weekend and after business hours coverage.
- Good organisational and prioritisation skills, able to succinctly communicate project status and influence senior decision makers with clear fact based rationales.
- Self-starter with a positive 'can do' attitude.