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International VIP Team Manager

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Role area:
CEO Europe Online
Contract type:
Full Time
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Reporting into: Head of VIP

Office location: Malta, with travel required

Role overview:

This is a fast paced, results driven role with responsibility for the relationship management of Betfair’s highest value international VIPs through your team of Relationship Managers. The purpose of the role is to ensure excellent delivery of the client management strategy, drive revenue performance, high engagement levels, overall adherence to required process and policies and a culture of continuous improvement.

Team overview:

The International VIP Relationship Management Team are responsible for the day-to-day execution of Betfair’s VIP client management strategy. The team is tasked with understanding the needs of our clients, building rock solid relationships and long-term loyalty to the business.

Key Responsibilities

  • Lead the International VIP Relationship Management Team to ensure high engagement levels and continuous improvement of interaction quality and client experience
  • Define a portfolio management KPI dashboard to measure and drive individual and team operational performance.
  • Recruit, retain and actively develop your team and a top talent pipeline
  • Evolve a culture of empowerment and align your team’s working patterns closely with client activity
  • Work closely with Commercial P&L owners to deliver the International VIP strategy
  • Partner with the VIP Customer Service team to ensure the total experience for Betfair VIPs is joined up and world class
  • Gather constructive feedback for key stakeholders in the business so that services can be improved and commercial opportunities are converted
  • Role Model the PPB Values generating a culture of continuous improvement and development creating a high performing team
  • Ensure the RMs manage and retain their portfolio of VIPs, nurture potential VIPs and win-back lapsed high value clients
  • Through commercial & planning analytics, ensure all RMs assigned to international VIP clients are equipped with effective reporting and performance analysis
  • Effectively use all communication channels liaising with VIP Customer Services, Brand, Sponsorship and Marketing to talk to deliver the key messages to international VIPs
  • Track and increase efficiency of team spend and quality of client reward
  • Provide commentary on VIP weekly dashboards and reporting specific for international VIP base in a monthly presentation to stakeholders
  • Ensure that Compliance and Responsible Gambling policies and processes are adhered to by the team in the relevant regulatory jurisdiction and we have a socially responsible approach to our management of client relationships
  • Understand how our clients behave and the commercial impact of campaigns
  • Seek out and actively address improvement areas within our team and VIP strategy

Essential Skills & Experience

  • COMPREHENSIVE UNDERSTANDING OF THE BETTING INDUSTRY. A sector expert with International experience in the industry
  • BUILDING RELATIONSHIPS WITH HIGH VALUE CLIENTS either in the gaming, finance, consultancy, ecommerce or similar sectors
  • PROVEN COMMERCIAL LEADERSHIP EXPERIENCE TO DRIVE MARKET OUTPERFORMANCE – A proven track record of success in growing a profitable business, achieving scale benefits, and outperforming the market
  • STRONG COMMUNICATION SKILLS – Experience in communicating across wide forums. Ensure teams and stakeholders are regularly informed through performance updates
  • LEADERSHIP & PEOPLE MANAGEMENT – A strong natural leader and people manager
  • STRATEGIC, ANALYTICAL AND DATA LED – Excellent analytical and processing ability, based on structured problem-solving and an evidence based approach
  • INFLUENCING SKILLS – Highly developed stakeholder management skills; able to collaborate well and develops strong relationships
  • CULTURE FIT – Can operate at Pace, has high self-awareness, is ambitious, of low ego, transparent, entrepreneurial, operates with high integrity, is accountable, results-focused and flexible