VIP Sportsbook Team Leader

Our client is looking for a VIP Sportsbook & Source of funds team leader to join their team based in Gibraltar. You will champion the VIP Member experience through the effective management and development of the VIP Sportsbook Team and the VIP Source of Funds Team.

Responsibilities:

• To champion the Sportsbook VIP Members experience through the effective management and development of the VIP Account Managers and Supporting roles.
• To manage, develop, motivate, influence and support the above to ensure the delivery of an enhanced highly proactive service to VIP’s and to Potential VIP’s:
o Generate and increase revenue
o To enhance life time value and loyalty
o Maintain and/or increase satisfaction levels
o Manage risk and AML related issues
• First point of contact for Account manager and SOF team for escalations, proactively offering advice & sourcing solutions to ensure effective resolution.
• Ensure extra due diligence measures are put in place both in the early lifecycle of a VIP customer, namely before they are upgraded and granted VIP status, and also through the entirety of their time within the VIP programme.
• Ensuring self, and staff, adhere to local regulations and licensing objectives relating to VIP customers.
• Develop, train, coach and provide feedback to develop a highly knowledgeable, focused, and professional team.
• Collate, analyze and report on A’ Mgr and SOF Activities including SLA’s, productivity, quality, KPI’s, including customer feedback through satisfaction surveys.
• Monitor VIP activities and engagements against VIP Quality, Compliance Processes, Productivity, service benchmarks and behavioural standards.
• Collation of Commission and monitoring/ management of salary payments and periodic increases in line with policy and performance.
• Recommend effective solutions for improvement and/or successful implementation of new policies and procedures within the VIP team.
• Design, develop, contribute to and/or implement activities using reward and recognition as appropriate to enhance performance of the VIP segments.
• Lead by example, showing Motivation, dedication, professionalism, commitment to achieving high performance and high satisfaction levels when dealing with all aspect of the VIP AM Operation.
• The role includes the requirement to be available as an on-call referral via Mobile phone for out of office issues that require immediate action.

Requirements:

• Substantial experience of working within the gaming industry (Sportsbook) is essential.
• Passionate about sport with a clear understanding of the sports betting industry, namely UK sports.
• Proven leadership experience and ability, together with excellent communication and interpersonal skills, self-confidence, and ability to drive, motivate and influence others.
• Proven experience of dealing with established teams in Sales/VIP/Corporate ideally in Online Gaming sector.
• With an excellent understanding of VIP expectations and the ability to lead a Team to deliver a first-class VIP service.
• Previous Account Management experience dealing with Sales/VIP/Corporate clients ideally in Online Gaming sector or similar.
• Highly motivated and target driven with proven experience of working towards and achieving team targets.
• An open, honest, enthusiastic, and resilient approach Being available as a referral point, with a Mobile device 24/7. Fluent in English.