At a Glance
- Tasks: Lead and support the VIP team while managing high-value player relationships.
- Company: Dynamic iGaming company focused on exceptional customer experiences.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Fast-paced environment with exciting challenges and career advancement opportunities.
- Why this job: Join a vibrant team and make a real impact on VIP player engagement.
- Qualifications: Experience in VIP management and strong communication skills required.
The predicted salary is between 50000 - 70000 £ per year.
THE ROLE
The VIP Team Lead supports the day-to-day management of VIP operations while maintaining direct relationships with high-value players.
This role combines hands‑on VIP account management with team support responsibilities, ensuring excellent customer experience, player retention, and high service standards across the VIP team.
The role acts as a key support to the Regional Operational Director, providing guidance to VIP Account Managers, handling escalations, and supporting the execution of VIP retention and engagement initiatives.
WHAT YOU'LL DO
- Lead, motivate, and support the VIP Account Management team, fostering a collaborative, high- performing, and customer-focused culture.
- Manage and develop relationships with VIP players, delivering exceptional customer service and personalised support.
- Maintain regular communication with high-value customers to maximise engagement, retention, and satisfaction.
- Reactivate inactive players and identify opportunities to increase player activity and loyalty.
Support the day-to-day management of VIP Account Managers, providing guidance and coaching when needed.
- Act as an escalation point for complex VIP cases and customer concerns.
- Support VIP campaigns, promotions, and player engagement initiatives in collaboration with CRM and relevant stakeholders.
- Monitor VIP performance metrics, customer activity, and retention trends.
- Ensure compliance with AML, KYC, Responsible Gambling, and internal procedures.
- Work closely with CRM, Customer Support, RFP, Compliance, and Country Managers to ensure a seamless VIP experience.
SKILLS AND EXPERIENCE
- Relevant experience in VIP management within i Gaming Experience managing high-value player relationships.
- Strong communication, interpersonal, and people management skills, with the ability to motivate and develop team members.
- Good understanding of CRM, retention, AML, KYC, and Responsible Gambling.
- Commercial mindset with strong customer focus.
- Ability to work in a fast‑paced environment and manage multiple priorities
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We think you need these skills to ace VIP Team Lead - Norway in London
VIP Account Management
Customer Service
Relationship Management
Team Leadership
Coaching and Development
Communication Skills
Interpersonal Skills
