VIP Account Manager
nZone Media
Montréal, QC

SUMMARY

The VIP Account Manager is responsible for increasing the lifetime value of our most valuable clients by offering an enhanced, proactive, one-stop service.

RESPONSIBILITIES

The ideal candidate will:

  • Build strong and trusting relationships with valuable players and provide the highest standard of service and experiences tailored to them, across their favorite products
  • Monitor individual player performance and ensure that rewards are offered in accordance with business requirements
  • Handle player’s day to day queries and complaints, including out of hours when necessary, to provide the VIP with personal and 'competition beating’ service
  • Develop a communications strategy, by player, incorporating customer’s communication preference
  • Build a clear profile of players and behaviours and communicate risk when necessary to ensure our business risks are mitigated
  • Work with Head of Operational Programs and Brand Marketing teams to build campaigns and loyalty rewards that will drive activity for High Value and VIP players
  • Prepare weekly and monthly reports in an efficient and timely manner
  • Analyze and report on player’s performance and activities
  • Manage budget effectively
  • Help to identify new and existing high value players
  • Proactively contact players as required including outbound warm calling

REQUIREMENTS

  • Flexible work hours as weekend, holiday and night work will be mandatory in this position * Excellent English Language skills, both verbal and written
  • Excellent communication skills demonstrated through phone calls, emails, meetings, and presentations at all levels of the organization
  • Excellent social skills and the ability to build relationships with players and multiple senior stakeholders
  • Understanding of VIP Players and the customer centric service they want and deserve while balancing best for business practices
  • Technically aware, comfortable working with multiple IT systems, databases, online messaging and e-mail programs * Ability to work under pressure with excellent organizational skills
  • Ability to work effectively as part of a team or alone, in a diverse cultural environment
  • Self-motivated, quick learner and creative/critical thinker
  • Goal-oriented with the ability to adjust priorities and manage time wisely

Education and Experience:

  • 5+ years experience in account management, sales or customer service.
  • Formal training in Advanced Sales, Communications, Hospitality or equivalent.

Job Type: Full-time