VIP Account Manager - German

Category:
Marketing
Job Type:
Location:
St Julian's, Malta

Job Purpose

As the VIP Account Manager, your primary focus is growing and monetising the VIP player segment, by creating a more sales focused approach to our most valuable German customers. Creating an industry leading VIP experience, where players do not want to play anywhere else.

Key Responsibilities

  • Micro-manage a group of 250+ VIP players, with responsibility for reporting on revenue and engagement KPIs
  • Establish a personal relationship with players, creating an internal profile to ‘know your VIP’, allowing you to recommend tailored rewards, experiences and communication preferences
  • Outbound communication, upselling poker, casino and sports and ensuring the player is happy at times
  • Being the first contact point for resolving player issues and work with CRM, product and technical teams to solve
  • Work closely with payment, security and verification teams to ensure a smooth experience
  • Manage an allocated personal budget for promotions, rewards and events
  • Develop and utilise a suite of engaging promotions to target your players
  • Utilise propensity and segmentation models, to determine your individual player targets and communication priority
  • Organise and host hospitality events and create ‘money can’t buy’ moments for VIPs
  • Utilise VIP network for player referrals
  • Manage an allocated personal budget for promotions, rewards and events
  • Work with the product team for ideas and concepts about new features to better service VIPs
  • Knowledge sharing with other VIP account managers
  • Becoming an expert in multiple gaming products, being able to talk the players language from types of game variants to poker slang
  • Promoting responsible gaming

Skills and Capabilities

Essential

  • Extensive experience in account management
  • Worked in a sales environment, commercially focused and hitting financial targets
  • Very personable, sociable and enjoy talking to people from all walks of life
  • Used software tools for managing and monitoring accounts
  • Experience in managing and hosting events
  • Highly numerate and analytical
  • Self-motivated with ability to work independently
  • Ability to maintain positive working relationships and influence a diverse group of personnel
  • Experience of working with marketing services and product teams
  • Strong communication, organisational and project implementation skills
  • Ability to adapt to changing priorities and to thrive in a fast-paced work environment
  • Fluency in the English language
  • Fluency in the German language
  • Experience of a similar role within an ecommerce environment is preferred

Desirable

Our Values

  • Focus on the customer
  • Work as a team
  • Strive for excellence
  • Have courage
  • Show passion

The Incentives

The salary for this job is based on experience, so whilst we are not able to provide such details at this stage, we can confirm that we do offer an excellent salary and benefits package. Our benefits include a discretionary annual performance bonus, premium health and dental insurance for you, your partner and your children (providing you all live at the same address), and a generous company contribution into a private pension scheme every month.

We have an Employee Assistance Programme where you receive complimentary and confidential support from professionals who offer independent advice 24/7. To support you in developing your skills and career, we will provide ongoing training.  

We contribute €5.25 daily towards your breakfast and lunch. In addition, there is free fresh fruit, snacks and drinks. As an advocate of work life balance, we offer PIA; an annual personal interest allowance where we encourage personal learning outside of working hours; e.g. driving lessons, cookery classes and circus training (to name a few that our people have used this towards).

The Company

The Stars Group is the ultimate owner of industry leading gaming brands such as PokerStars, PokerStars Casino, BetStars, Full Tilt, and the PokerStars Live brands, and through its ownership of Sky Betting & Gaming, a mobile-led leading online gaming operator, licenses the Sky Bet, Sky Vegas, Sky Casino, Sky Bingo and Sky Poker online gaming brands. Collectively, these and other brands of The Stars Group have millions of registered customers globally, forming one of the world’s largest publicly listed online gaming companies. This role is in the Group’s Malta service office in the VIP department.