VIP Manager, iGaming

🏷️Title: VIP Manager

👫Department: Revenue Operations

📍Location: Lisbon, Hybrid/ Remote, Europe

About Block Labs

Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating top-tier fintech, crypto and iGaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine product-market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of blockchain-driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.

We're looking for a VIP Manager to join our rapidly growing team!

The Opportunity

As the VIP Manager, you will play a crucial role in developing and managing relationships with our high-value customers for a leading Poker platform. We are seeking someone with a passion for providing a personalised service to our VIP Customers, and execute marketing campaigns to promote our recently launched casino.

Your Responsibilities

• VIP Management: Build and maintain relationships with high-value customers (VIPs) by providing personalised service, addressing their needs and concerns, and ensuring their overall satisfaction with the casino experience.
• Operations: Manage and oversee all VIP customer service operations.
• Monitoring: Monitor VIP player activity, including their gaming habits, preferences, and spending patterns, to identify opportunities for upselling, cross-selling, and personalised offers.
• Resolve Issues: Act as a point of contact for VIP players to address any issues, disputes, or concerns they may have, and work to resolve them promptly and satisfactorily to maintain high levels of customer satisfaction and loyalty.
• Analysis: Monitor gaming trends and customer feedback to continuously improve the VIP experience.
• Reporting: Identify the right KPIs and performance reports for VIP operations. Present results to internal stakeholders
• Foster a culture of excellence and service within the VIP management department.
  
  

About You

• Proven experience in a similar role within the online poker industry.
• In-depth knowledge of VIP customer service and relationship management.
• Strong analytical skills with the ability to interpret data and trends.
• Ability to work under pressure and meet tight deadlines.
• Understanding of online casino/poker regulations and best practices.
• Proficient in using analytics tools.