VIP Relationship Manager

DUTIES AND RESPONSIBILITIES Supervise and mentor Exec VIP Support Reps to ensure high-quality service delivery and achievement of KPIs. Monitor VIP players’ activity, preferences, and feedback to proactively address their needs. Foster a customer-first culture, ensuring VIP players receive white-glove treatment. Oversee and handle escalated VIP customer inquiries and complaints, ensuring swift and satisfactory resolutions. Provide regular reports on VIP player trends, service performance, and areas for improvement. Proactively address player concerns and collaborate with internal teams to resolve complex issues. Maintain strong relationships with VIP players by offering personalized and proactive support. Ensure accuracy of player data, reports, and transactions to uphold security and compliance standards. Assist in fraud prevention efforts by identifying suspicious activities and reporting them accordingly. Ensure compliance with online gaming regulations, responsible gaming policies, and internal processes. Analyze and report on key performance metrics, trends, and areas for improvement. Work closely with other departments to improve service strategies. KEY COMPETENCIES AND SKILLS Customer Focus: Demonstrated ability to understand and anticipate the needs of VIP players, providing personalized and exceptional support to enhance their gaming experience and satisfaction. Having the ability to build and maintain strong relationships with VIP players, fostering trust, loyalty, and long-term engagement through personalized interactions and tailored support. Communication Skills: Strong verbal and written communication skills to effectively interact with VIP players, team members, and stakeholders, conveying information clearly and professionally. Problem-Solving Abilities: Proven track record of quickly and effectively resolving VIP player inquiries, issues, and escalations, utilizing critical thinking and analytical skills to find solutions. Relationship Building: Ability to build and maintain strong relationships with VIP players, fostering trust, loyalty, and long-term engagement through personalized interactions and tailored support. Data Analysis: Proficiency in analyzing data, interpreting metrics, and deriving actionable insights to inform decision-making, optimize VIP support strategies. Adaptability: Flexibility to work in a dynamic, fast-paced environment with shifting priorities and evolving business needs, adapting quickly to changes and challenges while maintaining a high level of performance. Time Management: Strong organizational skills and the ability to prioritize tasks, manage multiple responsibilities simultaneously, and meet deadlines in a 24/7 operational environment. Must be adaptive to working flexible hours, including evenings and weekends, to meet the needs of the VIP players. Requirements Bachelor's degree in Business Administration, Marketing or a related field. Experience in a customer-facing role, preferably in the Integrated resort, Online Gaming Industry, or a similar fast-paced environment.