VIP Account Manager

Job Description
As a VIP Account Manager, you will be responsible for building a personal relationship with selected customers who have already passed the sustainability and RG risk criteria.
The customer should feel comfortable with discussing any issue with you, including but not limited to responsible gaming, bonuses, revenue and source of funds. In addition, the role will provide our hosted customers with an end-to-end service from issue resolution, bonus, relationship and hospitality management.
The aim is the VIP Account Manager to become the main point of contact between the company and the customer. This will involve a mixture of social responsibility and responsible gaming, adherence to the Code of Conduct and revenue growth by maximizing the share of the players gambling wallet against competitors.
This role will need relationships to be built via telephone, email, chat and meeting customers personally through events and one-to-one meetings. You will also act as the first, and preferably, only point of escalation for any of your portfolio’s customers.
What you will do:
Build a proactive and personalized relationship with allocated players
Ensure regulatory requests can be completed when required
Partake in the strategic ambition of the account management team to drive growth and revenue to ultimately build loyalty to the brand
Conduct all responsible gambling and AML interactions with account customers where possible
Identify potential new account customers via daily business analysis and reporting
Handle/resolve customer issues /dispute resolutions ensuring the customer feels value
Work as an integral part of the account management team to influence player activity with a view to maximize retention
Ensure that clear communications into and out of the team to ensure we deliver a leading service to our customers and relevant feedback to the product and marketing teams
Coordinating with the hospitality team for the organization of events and to optimize the hospitality experience – attend these events with your customers
Provide the business stakeholders with accurate reporting on performance, Responsible Gambling and growth of the account customer base
Ensure the spirit of the Code of Conduct is followed and adhered to in all interactions with our customers