VIP Operations Manager

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.

Location: Malta + Hybrid

We are looking for an experienced iGaming professional with Account Management and/or High Value Customer Service experience to join our successful Account Management team as VIP Operations Manager. Reporting into the Head of Account Management and working alongside similar roles, you will be responsible for leading your own team of Account Managers to ensure our most valued customers are retained.

Responsibilities:

• Lead and develop a team of Account Managers to include; fulfilling 121s, assessments, and recruitment where needed.

• Make yourself available for escalated queries and occasional customer contact when needed.

• Manage the QA process for all Account Manager contact, ensuring a training plan is in place to support individual development needs as well as the wider department.

• Ensure the team follow all agreed Compliance, Regulatory, RG and AML policies with customer protection forming part of every decision-making process.

• Monitor, track and report on VIP revenue contribution and costs – taking action to improve and deliver agreed KPIs.

• Work with BI and Analytics in providing clear ROI to every campaign action.

• Take responsibility for the VIP segmentation and processes, from potential VIP onwards.

• Work closely with all other departments to ensure VIPs are prioritised and SLAs met to maintain the best possible service and query resolution times.

• Work with CRM, Telesales and Country Managers to continually develop the VIP offering, with the aim of maximising wallet share from each VIP.

• Manage the gifts and events strategy – tracking spend, providing ROI and supporting Account Managers with hosting duties.

• Record and create methods of customer feedback, passing onto the business and feeding into the product roadmap.

• Support the Head of department and wider teams with ad-hoc tasks, initiatives/projects and support the implementation as and when required.

About you:

• You will have proven management experience within VIP, Account Management, High Value Retention or Customer Service.
• You are confident in leading a high performing team, developing individuals and ensuring direct reports are able to perform at their best.
• You have a good understanding of compliance and regulation affecting high value customers in Scandinavian and Central European countries.
• You have experience in working with people and departments on projects and are able to handle multiple ongoing projects at any one time.
• You are creative in your thinking and confident in putting forward ideas, resolving issues and asking for support where needed to ensure the best results.
• Fluent English is a must, additional European languages in our operated markets are a plus.

So what can you expect from ComeOn as a place of work?

• A competitive remuneration package inc. a company bonus scheme!
• Fantastic quarterly team events and weekly company events
• A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
• On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere 🌎
• Wellbeing allowance
• A comprehensive, International Private Health Insurance
• Breakfast at the office on Tuesdays
• Lunch at the office on Mondays and Wednesdays

At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a run together spirit and we always make sure to top it up by having fun! You will not regret picking ComeOn as your next place of work.

At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assess candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are.

Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!

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