About White Hat Gaming
This role is with the internally owned white-label partner in the B2C division at White Hat Gaming. Under the Superfly Partners umbrella, we operate six regulated online casinos using the full White Hat Gaming product suite across the markets and jurisdictions we operate within
White Hat Gaming is a state-of-the-art iGaming platform providing a secure, scalable and flexible modular Casino and Sportsbook Player Account Management solution. We offer operators choice, from our proprietary Player Account Management (PAM) to a full white-label solution. WHG provides market-leading content including Kambi Sportsbook, CRM tools, all payment options, and more than 3000 games from 120 leading games providers.
With over 500 talented colleagues from around the world, we offer a dynamic, collaborative environment where your ideas can flourish alongside industry leaders. Join us and be at the forefront of iGaming innovation!
In summary
We're looking for a Senior VIP Manager to work in our B2C division. You are an experienced leader who together with a small team wants to build a modern key player account management approach that ensures we proactively and responsibly provide our key players accounts with a superior gaming experience; and through this deliver sustainable engagement, loyalty, and revenue over time.
Right now you have some strategic and project management skills and experience as well as a great understanding of player behaviour, relevant metrics to monitor and tools to use. This makes you independent on a daily basis; and under senior guidance you see yourself execute larger and more ambitious projects over the coming years while developing the necessary skills and experience to move into a more senior position.
Your day-to-day:
• Actively manage accounts together with the team
• Lead, mentor, and manage the Player KAM team to cultivate long-lasting, sustainable relationships with key accounts to increase customer experience; retention; and revenue
• Cooperate with line manager and internal stakeholders to set and develop sustainable Player Key Account Management targets; strategy; and tactical plan
• Develop segmentation and roadmap for player engagement tools to ensure on-going engagement that enhances the customer’s gaming experience
• Ensure focus on long-term sustainability and service is at the heart of operations and engagement
• Work closely with relevant departments, including but not limited to RG; customer support and operations; and CRM, to ensure customer needs are met to a high standard
• On-going reporting to management; towards peers and other stakeholders
• Use a data inspired approach to continuously analyse and optimise our processes; activities; and interactions with customers to enhance the team effectiveness; and implement new retention strategies and journeys to boost the experience of key accounts and beyond
• Monitor data and customer feedback to identify trends in customer complaints and opportunities for improvement with products or services.
• Stay up to date with industry changes; best practices; and changes within the regulatory framework across relevant jurisdictions.
• Any other related tasks as instructed by Line Manager
What we are looking for:
• At least two years’ experience working with VIP players or players focused key account management in iGaming and casino.
• Two years’ experience leading teams including having leadership and mentoring skills (or similar experience)
• A deep desire to actively learn and develop yourself and your team
• Experience designing strategies and tactics for building relationship with key accounts
• Capacity to execute responsibilities within the regulatory environment in locally regulated and of-shore jurisdictions
• Capacity to analyse data sets and communicate results effectively to team & management
• Proven experience working with CRM tools and capacity to plan and execute promotions and activities
• Understanding of the iGaming ecosystem and factors that impact RG
• Proven experience of building and managing relationships with casino clients
• Business level English communication skills (written, verbal, and presentational)
Nice to haves:
• Strong organisational skills and experience of balancing multiple projects
• Great negotiation skills
• Experience from both locally and MGA regulated markets.
• Non-English native language skills such as Finnish; Norwegian; French or others
• Experience with Optimove; Salesforce; Zendesk; XtremePush
How we approach things:
• Medium-sized company with a start-up culture and a can-do ethos.
• We focus on getting stuff done, not on the process or management hierarchy.
• Open-door policy across all levels and departments.
• An inclusive environment with staff from all around the world.
What we offer:
• A mostly remote and flexible working schedule
• Generous time off varied based on the country of residence.
• Training on the job
• Opportunity to progress within the
Location: Illinois
Posted: Aug. 15, 2024, 6:15 a.m.
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