Yellow Social Interactive is hiring a
VIP Account Manager Team Leader

Summary

Join our team and contribute to creating a vibrant and supportive social gaming community! The Team Leader for VIP Account Managers will oversee a team, ensuring they deliver exceptional service to high value customers. This role combines leadership, hands-on management, and strategic delivery to drive the team's success and growth.

Requirements

• Proven experience in a management role, preferably within a VIP account management or customer service environment
• Strong understanding of VIP customer needs and the ability to tailor services to meet these demands
• Excellent interpersonal skills with the ability to build and maintain relationships with both customers and team members
• Target-driven with a track record of achieving or exceeding performance metrics
• High level of organisational skills with the ability to manage multiple priorities in a fast paced environment
• Strong analytical skills and the ability to make data driven decisions
• Excellent verbal and written communication skills in English; additional languages are a plus
• Experience in the gaming, hospitality, or luxury services sectors
• Previous experience in account management with a focus on high-networth individuals

Responsibilities

• Lead, motivate, and develop a team of VIP Account Managers to achieve individual and team KPIs
• Conduct regular performance reviews, providing constructive feedback and setting actionable goals
• Foster a positive team environment that promotes high morale and teamwork
• Manage team scheduling, ensuring coverage for all shifts and maintaining flexibility to meet VIP customer needs
• Implement the agreed strategies to enhance VIP acquisition, customer retention and loyalty
• Monitor key performance metrics and adjust team strategies to achieve revenue growth and customer satisfaction targets
• Collaborate with Marketing, and Product teams to identify trends, opportunities, and risks within the VIP segment
• Oversee the daily operations of the VIP Account Management team, ensuring high-quality service delivery
• Ensure efficient handling of customer queries, escalations, and resolutions within agreed authority levels
• Maintain accurate and timely inter-departmental reporting, anticipating future contact volumes for effective planning
• Support VIP Account Managers in building and maintaining strong, long-term relationships with high value customers
• Ensure the team adopts a proactive, 360-degree approach to customer service, driving loyalty and increasing satisfaction
• Act as a point of escalation for complex or high-risk customer issues, ensuring swift and satisfactory resolutions
• Identify training needs and coordinate ongoing development opportunities for team members
• Share industry knowledge, best practices, and innovative ideas to continuously improve the team’s performance

Benefits

• Competitive salary with commission based on revenue
• Opportunities for career growth and development