Whatre the position?The Director - VIP is responsible for maintaining, strengthening, and growing high-valued customer relationships through comprehensive leadership and management of the team of VIP hosts and supporting staff. Your goal will be to develop and execute a strategy that grows the value of this segment, both servicing digitally acquired players and working with Hard Rocks current player development teams across the different brick & mortar properties.
You will oversee customer relationships and be responsible for account growth, customer satisfaction, prioritization of client and project workflow, and staffing whilst also ensuring that all quality of work meets a high standard.
You will:
- Create & manage a high-performing team of account managers who will be measured across both customer service levels and commercial targets
- Motivate, develop and drive the team to meet challenging targets and identify new opportunities to grow the value of the customer base
- Devise and implement a strategy for our digital VIP platform, including tooling, segmentation, workforce management, etc
- You will integrate your work amongst a pod that includes senior marketing, sportsbook, casino and management executives
What are we looking for?The ideal candidate will have:
- Must have 5+ years experience in VIP management.
- Must have knowledge of customer retention, product, and marketing acumen.
- Must have excellent verbal, written, and interpersonal skills.
- Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Whats in it for you?We offer our employees more than just competitive compensation. Our team benefits include:
- Competitive pay and benefits
- Flexible vacation allowance
- Startup culture backed by a secure, global brand
