Senior VIP Key Account Manager BRAZIL

Your primary focus will be on providing exceptional customer service, ensuring a premium VIP experience, and maximizing customer loyalty and satisfaction. You will play a vital role in managing our client’s VIP program, coordinating special promotions, and collaborating with various departments to ensure seamless VIP operations.

Responsibilities

• Talking with VIP tier customers via multiple channels and building lasting relationships with
• Provide personalized and attentive service to VIP players, serving as their main point of contact and addressing any inquiries, issues, or requests promptly and effectively.
• Monitor player activity and behavior to identify potential high-value customers who exhibit characteristics and patterns indicative of VIP potential.
• Prepare and analyze reports regarding customer experience, trends, and market performance.
• Be aware of regulatory requirements and understand how Responsible Gambling efforts fit into your daily mix of activities.
• Working closely with multiple stakeholders to ideate, plan and execute various campaigns that target the top-performing cohorts of customers.
• Always trying to understand our VIP customers and what you can do to make sure they are served the best possible content at the right time and with the right values.

Skills and Knowledge

• 3+ years’ experience hosting customers within an online gaming environment.
• Experience within the Brazil region.
• Excellent knowledge of gaming and the online gaming industry.
• Sales-driven, computer literate with an emphasis on Excel.

Competencies

Communication & Relationship Building

• Able to effectively communicate information and be persuasive whilst building long-term, trusting relationships with a wide range of people, and building trust within multiple teams and wider stakeholders both internally and externally.

Self-Development

• Master of their trade, ahead of the curve, comfortable learning and influencing learning in others.
• Initiates programs to improve skills across disciplines.
• Able to develop specialist knowledge independently and to mentor individuals to develop discipline mastery.

People Development

• Encourages team members to pro-actively build their own mastery, identifying opportunities to coach or mentor more junior team members.
• Identifies discipline strengths, growth opportunities and delegates work in line with their continued growth.

Wellbeing

• Consider the wellbeing of the team & other individuals in all actions, raising any wellbeing or people concerns to the project lead.

Delivery

• Able to complete work with a high level of autonomy and to focus on delivering high performance, within the project time limits.
• Responsible for several large & more complex deliverables impacting the whole department, working with the team and other stakeholders to deliver on time to the required level of quality.

Planning & Organisation

• Plan their own time effectively, adapt to delays and meet project deadlines and milestones.
• Able to assess, mitigate and communicate risk, escalating where proper or creating workarounds to ensure deadlines are met.
• Responsible for medium deliverables & issues, working with the team and other stakeholders to decide priorities and plan tasks.,

Adaptability

• Able to respond and adapt to changing circumstances to get the best results in a climate of uncertainty and retain composure during periods of meaningful change.
• Able to manage competing demands and conflicts, provide feedback and action changes needed to the demands to make them achievable, and communicate effectively to key stakeholders.

Analytical & Creative Thinking

• Able to apply basic problem definition techniques and use their expertise to solve advanced problems independently.
• Can produce multiple solutions and weigh up the pros and cons to make an informed decision.
• Comfortable describing their creative process and can help mentor juniors in overcoming creative obstacles if needed.

Decision Making

• Demonstrated ability to apply their expertise to consistently make effective decisions that benefit the project even in elevated risk and high-pressure situations, considering the scope of the project, and milestones.

Industry

• Has a genuine passion for online gaming and encourages this within the team.
• Consistently remains up to date with the latest online gaming news, titles, and technology able to apply this knowledge and understanding to improve the effectiveness of teams and competitive edge of projects.