Area / Job Type
Bryanston (JHB) - South Africa (onsite)
Fulltime
Purpose of the Position
The VIP Manager’s main objective is to increase loyalty and Gross Win from VIPs and potential VIPs.
Although the official work hours are weekly business hours, you should be contactable 24/7 for this position.
Responsibilities
- Direct Client Liaison through call, text and email
- Month to Date tactical actioning in terms of dormancy -reactivation (lapsed players)
- Month to Date tactical actioning in terms of growing deposits
- Month-to-date tactical actioning in terms of conversion for POTVIPs onto the retention stream.
- Granular day-to-day drilling into allocated players’ activity and satisfaction and loyalty to our brand, measuring KPIs such as churn, deposited amounts, gameplay and net gaming revenues.
- Overall responsible and maximising communications strategy and the user experience for all interaction and trigger points between top players and potential top players, i.e. outbound calls, web/mobile site, customer and support dialogues.
- Implement internal change projects delegated by the Head of VIP to maximise the value from top players and potential top players i.e. ensure that all incoming communications from VIP players are handled in a good manner
- Execute the overall maintenance of the adopted personalised VIP player strategy from onboarding to fulfilling the customer journey.
- Constant awareness of GAP analysis, adopting the tactical implementation of suitable solutions to counteract weaknesses and build on strengths, with reference VIP and POTVIP-centric promos measured against demographical, psycho and geographic key factors delivered within opportune peak, seasonal and valley periods.
- RSVP clients for roadshows, with follow-up reminders, and post roadshow feedback.
- Assist with Roadshow logistics for the Head of VIP
- Chart and evaluate customer behaviour through untested and volatile macro-environmental influences, to facilitate best practice in terms of meeting the needs for better customer behaviour.
- Cognisance and awareness of evolving markets, proactively applying applicable course of action.
Tasks
VIP Team
- Offering world-class VIP Management
- Using resources effectively for maximum client returns
- Implement and follow up on promotions for VIP Players as delegated.
- Plan and execute physical interaction through available communication channels.
- Ensure gifting, deals and comping are used effectively to gain maximum exposure.
- Create emotive bonds rather than adopting retail and transactional approaches.
- Identify appropriate player strategies to fit the player classification in terms of their lifetime cycle.
Increase the activity of top players
- Proactively contact top players
- Groom small to mid players to becoming whales
Analyse and improve KPIs
- Increase deposited amounts, turnover in gameplay and net gaming revenues
- Find ways to combat churn
- Follow up on VIP bonuses and VIP promotions and report back
- Follow up on these KPIs: deposited amounts, turnover, retention, reactivation, churn, customer loyalty and overall satisfaction (via ongoing individualised customer surveys)
- Capturing notes for detailed customer profiles.
Processes, routines and back office
- Working in sync with the call centre, constantly reviewing processes around VIP management and outbound agents and suggesting more appropriate ways where required.
- Come up with suggestions for improvements on the back office features for VIP Management tools
- Come up with suggestions for improvements to the website based on customer feedback to improve players’ satisfaction levels
- Ongoing feedback to all relevant parties in terms of GAP analysis, in other words, customer feedback and recommendations.
- Streamline ineffective processes to become more effective.
- Feedback and resolution in terms of payment mechanisms that may prevent depositing.
Cooperate with other teams
- Ensure that customer service is fully up to standard to deliver best-in-class service to VIP Players.
- Ensure that outbound call centre support and VIP Hosts are aligned in terms of the ultimate goal and vision.