Vip Account Manager Team Leader (Remote)

About YSI

Yellow Social Interactive is a dynamic and innovative leader in the social gaming industry, dedicated to creating engaging and interactive experiences across various platforms. Our commitment to excellence and creativity sets us apart in the market.

We seek exceptional, talented individuals who aim for excellence. With offices in Gibraltar, Antigua, and bases in Malta and the Philippines, plus a global remote team, we welcome motivated people capable of building and scaling business functions.

Job Purpose

The Team Leader for VIP Account Managers at YSI will be responsible for overseeing a team of VIP Account Managers, ensuring they deliver exceptional service to our most valued, high value customers. This role combines leadership, and hands-on management to drive the team’s success and the overall growth of the VIP team. The Team Leader will mentor and guide the team, manage day-to-day operations, and work closely with the Head of VIP to align efforts with the company’s strategic goals.

Areas of Responsibility

Leadership and Team Management:

• 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

Strategic Delivery:

• 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

Operational Management:

• 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
• Work closely with the operations team to ensure all necessary checks are conducted on VIP customers and that risks are appropriately managed

Customer Relationship Management:

• 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

Training and Development:

• 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

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

Work Conditions:

• Flexibility to work shifts and adapt to the needs of VIP customers, including weekends and holidays as required
• Ability to work in a dynamic and fast-paced environment, with a commitment to continuous improvement

Benefits

• Competitive salary with commission based on revenue
• Opportunities for career growth and development
• Collaborative and dynamic work environment.

Join our team and contribute to creating a vibrant and supportive social gaming community! If you are a proactive and player-focused professional, apply now and be part of our mission to provide exceptional player experiences.