Head of VIP Department

Job Summary:

The Head of VIP Department is responsible for delivering a premium experience to high-value players. This role involves designing exclusive VIP programs, managing a dedicated team, and creating personalized strategies to increase player retention and revenue from this segment.

Key Responsibilities:

• VIP Strategy & Program Development:

o Develop and execute strategic plans tailored to attract, retain, and engage VIP players.

o Create bespoke loyalty programs, exclusive promotions, and high-end events that cater to VIP needs.

• Team Leadership & Relationship Management:

o Manage and mentor a dedicated VIP team focused on delivering personalized service.

o Build and maintain strong, long-term relationships with high-value players, serving as their primary point of contact.

• Performance Tracking & Analytics:

o Monitor VIP segment metrics (e.g., revenue contribution, retention rates, customer satisfaction) to refine strategies.

o Utilize CRM and analytics tools to segment VIP players and tailor communication effectively.

• Cross-Departmental Collaboration:

o Work closely with Marketing, CRM, and Payments teams to ensure a seamless VIP experience across all touchpoints.

o Coordinate with external vendors for exclusive services and high-end offerings.

• Issue Resolution & Continuous Improvement:

o Address and resolve any VIP-specific issues, ensuring swift and effective resolution.

o Gather and analyze feedback to continuously improve VIP services and initiatives.

Required Qualifications:

• Bachelor’s degree in Marketing, Hospitality, Business Administration, or a related field.

• Minimum of 5 years’ experience in VIP management or premium customer service—experience in the gambling or luxury service sectors is highly preferred.

• Exceptional relationship management and interpersonal skills.

• Proven ability to design and implement successful VIP programs.

Desired Skills:

• Expertise in personalized marketing and customer segmentation.

• Strong analytical skills with proficiency in CRM and customer analytics tools.

• Ability to work in a dynamic, fast-paced environment while maintaining high service standards.

• Creative thinker with a focus on delivering exceptional customer experiences.