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Position ID: E8.016

Italian VIP Account Manager

Role Purpose: To provide customer support to VIP members and increase members’ loyalty and retention to our products.      

Reports To: VIP Team Leader

Department: VIP

Location: Gibraltar


Job Summary:

The role is to provide proactive player development specifically for VIP members for 888, with the aim of increasing loyalty and retention, and to provide email, phone and chat support for all VIP members. The VIP Department will present the Company in the most professional and personal manner possible, thus ensuring the satisfaction and loyalty of this very important group of customers. 

Each representative will be personally responsible for a group of customers and will be required to initiate and maintain contact and get to know their members. To provide service that is oriented towards gaining additional members and to retain existing customers, all of which will be expected to increase revenue.


Key Performance Indicators:

  • Responsible for own members and effective monitoring of VIP member activity. Will be expected to create action plans when required.
  • Successfully building rapports with VIP members, aiming to prolong retention and increase member activity at the tables.
  •  Provide assistance to all VIP members via chat, email and phone.
  •  Proactively up offering of promotions and incentives to members, in order to increase loyalty and retention.
  • Ability to multi-task between VIP support and Loyalty duties in order to reach targets and meet deadlines in relation to projects, member management, follow-ups and daily duties (support).
  • Responsible for own members and analysing data/accounts effectively.
  • Meet members face to face on events to cement the relationship between member and VIP department.


Technical Skills Required:

  • Computer skills (specifically Excel) and proficiency in other MS Office programs.


Main Relationships:

  • VIP members
  • Fellow Account Managers
  • Support Shift Managers
  • VIP Team Leader
  • VIP Operations Director


Knowledge Skills & Experience:

Must have/Essential Skills:

  • Extremely customer focused.
  • Italian and English languages at either native or bilingual level.
  • Internet and/or e-commerce experience.
  • MS Office (specifically Excel to a good level).
  • Analytical ability.
  • Confident verbal communicator.
  • Team working experience.
  • Approachable, presentable, trustworthy, professional and reliable.
  • Self-motivator and able to work with minimum supervision.
  • Proactive attitude towards projects and tasks.
  • Proven experience in working well under pressure.
  • No restrictions to working in Gibraltar.

Nice to have/ Desirable:

  • Previous experience with VIP members.
  • Experience in the gaming industry.
  • Subscription based websites.
  • Excellent typing skills.
  • Experience in dealing with Italian customers/market.


Competencies:

  • Italian and English languages at bilingual level.
  • Excellent interpersonal skills.
  • Excellent communication skills, both oral and written.
  • High level of trustworthiness.
  • Analytical ability.
  • Problem solving ability.
  • Pragmatic approach to decision making.
  • Team working.
  • Results driven.


Working Hours:

40 hours per week.

POSITION | Italian VIP Account Manager | Position ID: E8.016

Privacy Policy

The candidate consent that the information in this Candidate Application and any personal information concerning him/her which is obtained by the Company or from other sources, will be held and managed by the Company or on its behalf, and that the Company shall be entitled to use and transfer such information to third parties, including Company’s affiliates, business partners or contractors/service providers to the extent required while maintaining your right to privacy. The Company undertakes that the information will be used, and transferred for the purposes related to the recruitment process, including assessment of your qualifications against our work opportunities, verification and reference/background checks, communications with you about the recruitment process and/or your application and/or compliance with applicable laws, regulations, legal processes or enforceable governmental requests.

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