Head of VIP - Gala Bingo - Gibraltar

Head of VIP - Gala Bingo - Gibraltar

About The Role

Role Purpose

As the Head of VIP, you will be responsible for strategic direction and delivering key KPIs from our VIP players, encompassing roughly 50% of Gala Bingo’s budgeted revenue for 2017.

We have a large team of talented VIP Executives who speak with our Gala Bingo players on a daily basis, 7 days a week, 365 days a year as well as meeting them on a regular basis. The purpose of this role is to ensure that the VIP scheme we offer is market-leading and to ensure that all the operational and support processes are in place to allow the team to maximise their potential and increase revenues by increasing VIPs loyalty, therefore winning share of wallet from our competitors.

A key function of this role will be to work closely with the Compliance and Responsible Gambling teams to ensure source of funds and similar processes are adhered to ensuring compliance with all regulatory and licensing requirements.

Key Responsibilities

Build strong relationships with key stake holders within the business to ensure VIP focus, improve process and overcome problems. Key department interaction includes CRM, Customer Services, Transactional Services, RG and customer review

Full commercial awareness of all processes and procedures which involve VIP customers always being aware of business needs – this includes RG, Source of Funds, Inbound and Outbound contact methods, CRM and Segmentation

Head up a team of Outbound VIP Executives to ensure value adding activity on every contact, gathering key feedback from VIP customers and ensuring issues are raised with IT as and when needed

Lead and develop the Gala Bingo VIP team by giving regular feedback on performance and development as well as working with the HR team to provide suitable training opportunities

Head up and develop the PVIP (Chipper) executives to ensure excellent service and relationships are built with potential VIP customers, creating loyalty to the brand and increasing revenue

Head up the VIP Management team to influence player activity with a view to increase revenue and player retention providing feedback and identifying triggers which nurture existing players, so that the VIP activity is optimised to deliver a competitive programme

Responsibility and delivery of the VIP Segmentation process and upgrade / downgrade process, working closely with the VIP Analyst

With the help of a VIP Source of Funds Executive, responsible for all VIP Source of Funds communication and ensuring the best possible success rate to keep key customers active.

Providing a full hospitality calendar and the responsibility for the processes involved both pre, during and post event

 Ownership of VIP promotions calendar, working closely with Brand Team to integrate fully into the Gala Bingo Integrated Marketing Plan (IMP)

Work as a key member of the Brand and Operations team to provide ideas, feedback and suggestions in how to improve promotions and customer interaction

Provide reporting and analysis for current and future operational processes, taking advantage of resources from the VIP Analyst and BI

Ensure all VIP members are aware of responsible gambling guidelines, and that we are acting as a responsible operator and adhering to specified compliance and licence policies and regulations and data protection rules

A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced

Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working

A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation

Specialist Skills and Experience Required

Demonstrate previous leadership experience in a similar role/environment

Experience of delivering clear financial KPIS and Budget management

You will have a high interest and good all-round knowledge of Bingo

An understanding of the gambling industry and hold a strong insight into gaming player behaviour is desirable

Communicate in a clear and engaging manner and professional manner

Manage your own time effectively, plan ahead and adopt a methodical approach to your work

Work independently, take appropriate responsibility for actions and make sensible decisions

You must also be self-motivated as you will encounter many challenges and opportunities.

Be confident in dealing with colleagues within the business at all levels

Possess an energetic approach and be prepared to work as required to get the VIP scheme to where we want it to be