Vip Team Leader

Company Description

We're Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together.

Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people's lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

**Job Description**:
The VIP Team Leader is responsible for overseeing the day-to-day management and performance of the VIP Account Management team for the Spanish and Portuguese Market, ensuring high-value players receive an exceptional and personalized service. The role focuses on leading the team to maximize player satisfaction, retention, and overall value, while implementing strategies to protect business revenue coming from VIP players. The VIP Team Leader is a pivotal link between senior management and the VIP team, aligning VIP initiatives with the company's overall business strategy.

**Qualifications**:

- Essential: _

**_Experience in VIP Management: _**
- _Minimum of 3-5 years of experience managing VIPs in an online gaming or similar customer-centric environment, with a proven track record of managing high-value accounts. _

**_Leadership Experience: _**
- _Demonstrated ability to manage and motivate a team, with experience in leading high-performance teams in a target-driven environment. _

**_Data-Driven Approach: _**
- _Strong analytical skills with experience in using data to drive decisions, measure success, and optimize VIP programs. _
- _Expertise in CRM platforms, segmentation, and tailored account management techniques for high-value customers. _

**_Market Knowledge: _**
- _Solid understanding of the online gaming industry, including player behaviours, regulatory landscapes, and VIP market trends. _

**_Communication Skills: _**
- _Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.Additional Information

**_Team Management: _**
- _Lead and manage a team of VIP Account Managers, dealing with Spanish and Portuguese customers, providing ongoing coaching, support, and performance management to ensure individual and team goals are met. _

**_VIP Strategy Execution: _**
- _Implement the agreed VIP strategy, ensuring alignment with the overall business objectives and driving the execution of key initiatives to grow the VIP segment. _

**_Player Retention: _**
- _Ensure the VIP Account Manager develop and maintain strong relationships with high-value players that enhance player engagement and retention. _

**_Performance Monitoring: _**
- _Regularly analyze team performance metrics (e.g., player retention, deposit, and staking growth), using data-driven insights to optimize strategies and tactics. _

**_AML & RG Compliance: _**
- _Ensure that VIP account managers adhere to all regulatory requirements related to Anti-Money Laundering and Responsible Gaming, ensuring early identification of risk players and escalating any concerns accordingly. _

**_Stakeholder Collaboration: _**
- _Work closely with AML, Safer Gambling, CRM, Product, Marketing and BI teams to ensure that all VIP initiatives are well-coordinated and aligned to Entain's policies. _

**_Reporting & Analysis: _**
- _Provide detailed reports to senior management on the team's performance, key player activities, and campaign effectiveness. Make recommendations for continuous improvement. _

**_Escalation Handling: _**
- _Manage escalated VIP player issues, ensuring timely and satisfactory resolution, while maintaining the highest level of professionalism. _

**_Market Awareness: _**
- _Stay informed about competitor activity and market trends, ensuring the team remains competitive in offering personalized services to VIP players. _

**_Ethics & Integrity: _**
- _Adheres to the highest standards of business ethics and compliance, always acting in the best interests of the players and the company. _

**_Leadership: _**
- _Demonstrates strong leadership, with the ability to inspire, motivate, and develop a team to reach its full potential. _

**_Player-Centric Mindset: _**
- _Highly focused on delivering exceptional service to high-value players, ensuring their needs and preferences are met proactively. _

**_Analytical Thinking: _**
- _Capable of evaluating data, identifying trends, and making informed decisions to continuously improve VIP services. _

**_Adaptability & Problem Solving: _**
- _Able to navigate complex challenges and adapt quickly to changing market or player needs, ensuring smooth operation of VIP activities. _

**_Resilience Under Pressure: _**
- _Maintains calm under pressure, handling escalations or difficult situations with professionalism and poise. _

At Entain, we do what's right. It's one of our core values and that's why