Overview

We are seeking a highly motivated and experienced Host to join our team. As a VIP Host, you will be responsible for building and maintaining strong relationships with our high-value VIP customers. You will play a crucial role in ensuring customer satisfaction, promoting loyalty, and driving revenue growth.

If you have exceptional communication skills, a customer-centric approach, and the ability to work collaboratively with various internal teams, you'll fit in perfectly.

Areas of Responsibility

• Serve as the primary point of contact for a portfolio of high-value VIP customers.

• Develop and maintain strong relationships with key accounts to ensure customer satisfaction and loyalty.

• Understand the unique needs, preferences, and playing habits of each VIP customer to provide personalised support and assistance.

• Proactively engage with VIP customers to offer personalized assistance, address inquiries, and resolve any issues promptly.

• Collaborate with various internal teams, including customer support, marketing, and product development, to ensure seamless account management and a positive customer experience.

• Identify opportunities to enhance the VIP experience through tailored promotions, bonuses, and exclusive offers.

• Identify up-sell and cross-sell opportunities within the VIP customer base and act on them.

• Monitor and analyse key account metrics, such as customer lifetime value, deposit amounts, and engagement rates, to identify trends and implement strategies for revenue growth.

• Promote and educate VIP customers about the loyalty program, its benefits, and how to maximize their rewards.

• Gather customer feedback and insights to continuously improve the VIP program and enhance the overall customer experience.

• Advocate for the needs and interests of VIP customers within the organisation, ensuring their voice is heard and their concerns are addressed.

• Stay up-to-date with the latest trends and developments in the social gaming industry, including competitor activities, to identify opportunities and challenges.

• Provide recommendations to the management team based on market insights and customer feedback to drive business growth and maintain a competitive edge.

What we are looking for...

• Native or fluent English skills, both written and oral.

• Proven experience as an Account Manager, host or a similar role involving customer hospitality and care.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with VIP customers.

• Strong customer focus and a passion for delivering exceptional service.

• Analytical mindset with the ability to interpret data and make data-driven decisions.

• Self-motivated, result-oriented, and able to work independently as well as part of a team.

• Familiarity with CRM systems and customer service software is a plus.

• Knowledge of online marketing or sales strategies and loyalty programs is a plus.

• Flexibility to work evenings, weekends, and holidays as required.

Benefits

• Competitive salary

• Flexibility and remote work 

• Training and development

• International collaboration with our teams based around the world

• Fast growing business where the sky's the limit for your career