VIP Key Account Manager (German Speaking)

• Manage a portfolio of VIP users with the objective of retaining and increasing user values;

• Establish a 1-1 relationship with users, Creating tailor made offers for personalised service;
• Monitor and Analyse KPIs - identifying patterns and trends of the users;
• Budget Management - Ensure the relevant KPIs are acceptable with valid reasons;
• Evaluate market trends on existing offers ensuring we stay ahead of the game - leveraging experiences and bonuses to retain and grow your portfolio;
• Manage users’ expectations and daily queries referring to our Products - Games, Payments, Offers, Rewards etc;
• Monitor and contact potential customers to expand the VIP segment;
• Profiling of VIP users;
• Coordinate with CRM team to ensure there are regular communications established that may include relevant offers;
• Act as a point of escalation for VIP Executive and Loyalty Agent team members.
• Input on the VIP Campaign plan with suggestions.
• Generate reports as requested.
• Support with VIP team projects and help drive team initiatives..

Requirements

• Minimum 3 years in iGaming CS, or minimum 2 years in iGaming VIP
• Fluent in German Language (written & spoken)
• Strong communication skills including:  negotiating, mitigating and critical reasoning;
• Analytical sills including: ability to interpret data and prioritize action items.