An opportunity exists for a Head of VIP Customer Retention to lead the VIP retention marketing team.

The candidate will manage a team of VIP executive hosts (senior & junior), under the strategic guidance of the Head of Retention. He / she will drive the strategic direction and operational management of the team. Along with their team, they will manage and build strong, long term trust relationships with a very select group of high-end VIP customers.

The candidate will need to analyse the current retention and VIP customer life cycle, user experiences, and key customer touch points and adapt existing communications, develop innovative personal communication and intervention strategies to improve the overall player values and retention rates in the segment. The candidate will be expected to arrange, manage and attend internationally events aimed at hosting, entertaining and developing relationships with key customers.

The candidate will possess management, marketing, client relationship and analytical skills. They will also be technically minded, and be familiar with CRM best practices. An inquiring mind is needed in order to be able to creatively solve challenges and propose new and fresh alternatives to existing processes. The candidate should have experience in managing a team, preferably multi-lingual. Experience in managing a distributed team will be beneficial.

Primary objective is to build long term trust relationships, maintain, develop and increase retention, activity rates, and revenue through targeted personal and focused communication and player interventions in select geographical or language markets.

Candidate should be a senior, experienced Client Relationship manager and possess Sales Management experience
Experience in dealing with high-nett worth clients
Ability to Manage a Global team
Web / eCommerce experience advantageous but not a necessity
Solid negotiation ability / people management / project management skills
Min 8 to 10 yrs Senior Client Relationship management experience
Must be numbers driven with strong analytical skills
Degree required