VIP Manager

The VIP Manager supports the Head of VIP in executing the department’s strategy by improving customer engagement and retention through data-driven insights and boosting team performance. They collaborate with key stakeholders to implement initiatives that increase revenue, maintain compliance, and provide an exceptional customer experience.

This role is hybrid with 2 days/week expected to be in the office. #LI-Hybrid

Key Responsibilities

• Support the Head of VIP in developing and implementing the department's overarching strategy and objectives.
• Foster a revenue-focused, customer-centric environment within the team.
• Provide daily performance analysis and reporting on individual and team metrics. Financial and operational KPIs.
• Work with VIP Team Leader to align on service & process improvements, including the distribution of bonuses, gifts, and hospitality invitations.
• Lead, coach, and motivate direct reports to achieve financial and individual performance targets.
• Collaborate closely with the Country Manager and stakeholders to develop and refine the VIP strategy.
• Ensure compliance with all regulations, managing Anti-Money Laundering and Responsible Gaming queries to a high standard.