About the job
B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.
Overview
We are seeking a highly motivated and experienced Host to join our team. As a VIP Host, you will be responsible for building and maintaining strong relationships with our high-value VIP customers. You will play a crucial role in ensuring customer satisfaction, promoting loyalty, and driving revenue growth.
If you have exceptional communication skills, a customer-centric approach, and the ability to work collaboratively with various internal teams, you’ll fit in perfectly.
Areas of Responsibility
- Serve as the primary point of contact for a portfolio of high-value VIP customers.
- Develop and maintain strong relationships with key accounts to ensure customer satisfaction and loyalty.
- Understand the unique needs, preferences, and playing habits of each VIP customer to provide personalised support and assistance.
- Proactively engage with VIP customers to offer personalized assistance, address inquiries, and resolve any issues promptly.
- Collaborate with various internal teams, including customer support, marketing, and product development, to ensure seamless account management and a positive customer experience.
- Identify opportunities to enhance the VIP experience through tailored promotions, bonuses, and exclusive offers.
- Identify up-sell and cross-sell opportunities within the VIP customer base and act on them.
- Monitor and analyse key account metrics, such as customer lifetime value, deposit amounts, and engagement rates, to identify trends and implement strategies for revenue growth.
- Promote and educate VIP customers about the loyalty program, its benefits, and how to maximize their rewards.
- Gather customer feedback and insights to continuously improve the VIP program and enhance the overall customer experience.
- Advocate for the needs and interests of VIP customers within the organisation, ensuring their voice is heard and their concerns are addressed.
- Stay up-to-date with the latest trends and developments in the social gaming industry, including competitor activities, to identify opportunities and challenges.
- Provide recommendations to the management team based on market insights and customer feedback to drive business growth and maintain a competitive edge.
What we are looking for…
- Native or fluent English skills, both written and oral.
- Proven experience as an Account Manager, host or a similar role involving customer hospitality and care.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with VIP customers.
- Strong customer focus and a passion for delivering exceptional service.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Self-motivated, result-oriented, and able to work independently as well as part of a team.
- Familiarity with CRM systems and customer service software is a plus.
- Knowledge of online marketing or sales strategies and loyalty programs is a plus.
- Flexibility to work evenings, weekends, and holidays as required.
Benefits
- Competitive salary
- Flexibility and remote work
- Training and development
- International collaboration with our teams based around the world
- Fast growing business where the sky’s the limit for your career