Vip Executive Whes

**CE**

***

**Position ID: 02.73B**

**VIP Executive WHES - BASED IN CEUTA**:
The VIP Account Manager will be responsible for driving loyalty across our top value customer segments, establishing good and long-lasting relationships with both the Sport and Gaming VIP players. The VIP Account Manager should possess analytical skills and profound understanding of VIP customer behaviour to be able to respond to their needs in the most timely and professional manner. Excellent inter-personal skills are required to manage the day-to-day relationship with the VIP players through profound understanding of the customer profile, behaviour and interests to offer personalized treatment.

**Role & Responsibilities**
- Build and maintain strong & long-term relationships with key customers across different channels
- Manage all aspects of relationship with VIP customer base, answering daily queries or complaints in a timely manner (high response availability required)
- Manage on a day-to-day basis the portfolio of top-tier accounts, monitoring the customer P&L on a daily basis and making recommendations to the business
- Prepare and schedule tailored and ad hoc personalized commercial proposition for VIP customers to ensure retention and desired activity levels
- Attend hospitality and host other in-person events for the VIP customer base (some travelling required)
- Request Source of Funds/KYC documentation from customers
- Work closely with Commercial & CRM teams to maximize campaigns performance and VIP customer attrition
- Prepare and analyze reports regarding customer experience, trends, and market performance on VIP segment
- Prospection of new potential customers to enlarge VIP customer portfolio in the market

Job Requierments

**What we would like to see from you**
- Native in Spanish language, written and spoken, as well as Fluency in English.
- Customer orientation and high-response to customer availability required
- Previous experience in customer relation management
- Ability to deal with challenging situations, being effective in resolving queries from customers
- Self-motivated, enthusiastic, and innovative approach to work
- Strong time management and prioritization abilities
- Evidence of proactive approach in your current role
- Knowledge and experience in using CRM tools and data dashboards
- Understanding of campaign planning and CRM
- Previous experience in Gaming industry desired; preferably in the Spanish market
- Strong knowledge of the Sports market, especially Football and Tennis.