Delasport is a leading iGaming software development company that delivers a one-stop-shop solution for sports betting, online casino, and player account management. Our platform is player-centric and focuses on personalization and cutting-edge technological innovations.
Since its founding in 2010, Delasport has won multiple international awards and has gained a proven track record of excellence, stability, and overall success. Yet, this only motivates us to reach higher and higher.
Currently, Delasport is proud to have over 400 experts in various business fields and several offices: in Bulgaria (Sofia and Plovdiv), Ukraine, and Malta.
YOUR RESPONSIBILITIES:
As VIP Account Manager, you will be responsible for all users labelled as VIP with the focus on increasing their customer lifetime value whilst decreasing churn. Using your analytical skills and profound understanding of customer behavior, you are able to spot any need amongst the VIP segment and react in a fast and efficient way. Due to the nature of this business weekend and evening shifts will be required from time to time.
- Monitor and analyze the VIP database on a daily basis and take appropriate actions to ensure maximum value through their life cycle.
- Constantly reactivate players with calls, emails, SMS and chat.
Up-sell potential VIP players by keeping track of their behavior and ensure they receive targeted offers. - Communicate with other teams to ensure optimization of player management.
- Create and oversee marketing and player management strategies for VIPs.
- Collect feedback by talking to VIP players and escalate it to responsible team.
- Welcome potential VIPs to the website after they made their first deposits.
- Answer VIP queries and ensure a fast and for the VIPs satisfactory solution.
- Work closely with the CRM team to ensure proper segmentation of promotional and bonus offers.
- Contact big winners and big losers on a daily basis.
- Knowledge sharing with other VIP Account Managers.
- Becoming an expert in Sport/Casino Games, being able to talk the player’s language when it comes to Sport/Casino conversations.
REQUIREMENTS:
- Proficiency in English.
- Excellent communication skills across all channels with high confidence on the phone.
- Passion for Sport/ Casino.
- Positive and problem-solving approach.
- Good analytical skills, with good knowledge of Microsoft Excel.
- Experience with Salesforce is considered a plus.
- Ability to deliver results and outstanding services whilst working to tight timelines.
- Flexibility to work shifts, including evenings, weekends as well as public holidays.
- Self-starter with a positive, can-do attitude and good problem solving skills.
OUR REWARD TO YOU IS:
- Competitive salary package
- 20+ vacation days
- Travel allowance
- Food vouchers
- Birthday vouchers
- Newborn vouchers
- Health Insurance
- Multisport card
- Friday Happy hour filled with free drinks and snacks
- Courses and certifications budget
- Team-building activities
- Friendly work environment with positive teammates
- Great office location
#LI-ONSITE
