German VIP Customer Service Executive- Gaming

German VIP Customer Service Executive- Gaming
Gibraltar
£25-28,000 + Exceptional Relocation/Bonuses+ Benefits ++++++

My client is rapidly becoming the world’s largest and most dynamic online lottery site, offering licensed and regulated betting on the outcomes of lotteries in the UK, Germany, Sweden, Eastern European markets, Australia – with new locations also Launching in 2017! Innovation, together with the freedom to offer our players a unique lottery playing experience, has been the key to our continued success. We need ambitious and creative individuals to contribute to the exciting journey ahead! Do you have a skill or talent to share with us?
THE TEAM:
The Customer Relationship Department is responsible for the full customer life-cycle after registration and is separated in four sections. This includes conversion, retention, operation and VIP Management. The aim of the whole department is to increase the customer lifetime value while decreasing churn and increasing customer activity.
You will be responsible for identifying and developing new VIP customers, increasing overall player lifetime value and the revenue contribution for the VIP player base. This is a great opportunity, for a creative and ambitious individual to join an expanding and committed winning team.
KEY RESPONSIBILITIES:
• Being the first point of contact VIP players via email and Skype- Chat, telephone, events and key functions.
• Building strong relationships with VIP customers and provide superb personalised service.
• Evaluating and monitoring VIP players to ensure maximum lifetime value and customer experience.
• Handle customers’ day to day queries and complaints, including out of hours when necessary, in order to provide the VIP with personal and ‘competition beating’ service.
• Using data and analysis to monitor and optimise VIP performance based on a set of agreed performance indicators. This will include defining key trends, threats to individual VIPs and managing attrition by volume and value. All of these indicators will be managed and reported on a regular, on-going basis.
• Understanding customer data trends to meet retention and overall P&L targets delivered through VIPs.
• Reaching out to players as the proactively to reactivate dormant accounts.
• Identifying players with VIP potential and act accordingly.
• Noticing the demand of personalized offers and reacting accordantly.
• Monitor and evaluate VIP players to ensure maximum life time value.
• Meet and great with the VIPs.
• Set up comps and bonuses for VIP players.
• Daily, weekly and monthly VIP player activity monitoring and reporting; wagering, revenue, win.

ESSENTIAL SKILLS & EXPERIENCE:
• Proven commercial knowledge of the gaming industry, particularly lottery or casino/gaming.
• 2+ years’ experience in online gaming and an excellent understanding of the online gambler.
• Experience communicating with VIP customers by phone, email and chat.
• Excellent capability to empathise and engage with high value customers.
• Highly analytical person with knowledge of ROI, bonus strategies and performance measuring techniques
• Good presentation and excel skills highly favourable.
• Comprehensive understanding of VIP’s, marketing, CRM and operations.
• Ability to accurately profile and segment VIP clients effectively.
• Able to deliver on target-driven goals by liaising with other departments.
• Excellent organisational, planning and communicative skills.
• Mother tongue German and fluent in English

DESIRABLE SKILLS & EXPERIENCE
• Degree in Marketing
• Promotional degree
• Customer contact and previous VIP hosting is a plus

You will be fluent in German and English to Business Level C2 and have previous experience working within Online Gaming and VIP Retention and Account Managing experience and available to relocate Gibraltar immediately

Gibraltar

Gibraltar

Excellent Relocation Package offered!!

Monthly Bonus +++ Relocation +++