VIP Manager (Finnish speaking)

Our client is looking for their next VIP Manager (Finnish speaking) to be responsible for working in a hands-on way with the players to build relationships and increase brand loyalty and revenues.

The role will cover all aspects of customer service, account management, operational processes of the VIP programmes, and reactivation of lapsed VIPs and will also work on delivering the objectives and overall strategy of the VIP channel with a specific focus on the whole base of VIP segments.

Responsibilities:

Reinforcing the Super VIP service through Hospitality, CRM, and promotions across multiple brands or dedicated brand/markets.
Build exceptional relationships with high value clients to provide a personalised service and gaming experiences tailored to them, across all products.
Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements
Act as VIP Champion for Super VIPs, ensuring contacts/queries are handled as priority both individually and by all departments or 3rd parties
Answering VIP customer queries regarding financial transactions, betting activity and general information queries to provide a one stop contact point which could include gaming queries
Initiate campaigns that will drive activity for high net worth customers, ensure that they are generated in a timely manner, results monitored and reported
Manage targets and a budget
Maximize and enhance the Customer journey and promoting responsible gambling, aimed at strengthening profitable relationships
Work alongside our Product and Brand Manager teams to increase player activity and drive turnover
Monitor the customer base for new VIP customer potential
Work alongside Marketing and Events teams to plan and execute events; entertain and host customers at various local and global events
Pro-actively make outbound calls to clients providing them with information and promotional opportunities as required
Improve and expand on product and industry expertise to benefit our VIP customers

Requirements

Native level of Finnish and C1 English, spoken and written
Minimum 2 years plus online gaming industry for 2 years plus and have experience with both the casino and sportsbook services.
Previous experience working with VIP enquiries and would like to become more of a specialist when dealing with Top VIP customers
Have positive interpersonal skills and have the ability to quickly build a rapport with valuable players. Every player should be treated as a VIP and that is your mantra, and that is why you do deliver the best customer service.
Being target driven, the competitive salary and bonus structure appeal to you and you like to prove to yourself and team that you can meet targets; both monthly and quarterly ones to meet pre-determined productivity, quality and service levels that we set to reach top service.

to be discussed