VIP Account Manager

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behaviour, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

We’re looking for a VIP Account Manager (Digital Sportsbook), a position that requires exemplary interpersonal skills, consummate professionalism, impressive attention to detail matched with high energy, confidence, and a willingness to meet clients in the field, working collaboratively with both internal and external stakeholders to deliver on our VIP value proposition.

Responsibilities for the role include:

• Develop and successfully maintain existing premium customer relationships within the specified region/s and vertical.
• Develop account plans to maximize client business and product awareness to grow our share of wallet.
• Meet with and manage VIP customers, retaining the most important part of our business.
• Partnering with VIP management to ensure budget and KPI’s are managed to and met.
• Where appropriate work collaboratively with and manage successful relationships between HRD VIP group and other internal VIP account managers.
• Responsible for ensuring timely reporting on all account activity and Key Performance Indicators for your book of business.
• Ensure all relevant intelligence and business information is maintained and accurately recorded within the CRM tool weekly.
• Routinely retrieve reports to review, monitor and analyse data for effective account retention, and growth strategies and to identify and target potential key accounts/premium clients.
• Work with relevant people to design and deliver an appropriate local events strategy and entertain clients at these events with the support of VIP Hosts when required.
• Provide an exceptional bespoke level of service to our high value clients by implementing and ensuring maintenance of a call cycle/engagement plan each reporting period.
• Ensure knowledge of and compliance with all regulatory obligations and company policies in each state.
• Assist in mentoring and training new VIP Hosts.
• Lead special projects to elevate VIP value propositions with assistance from VIP Hosts.
• Love our brand and be an advocate of our values.
• Any other duties or tasks, as directed, within your skills and experience.

What are we looking for?

• Someone who is passionate about the industry and their role. Must be able to pivot on demand and have creative problem-solving skills in unique situations.
• Demonstrates superb interpersonal skills, professionalism, leadership skills and critical thinking abilities.
• Proven track record in providing white glove customer service and a background in sportsbook an advantage.
• Ability to obtain and hold industry regulator employee licensing for each responsible jurisdiction within position remit.
• Experience as a brand and product representative preferred.
• Ability to communicate information clearly and professionally to clients & colleagues.
• Demonstrated skills in organization, planning and negotiation.
• Well-informed and displays a broad knowledge of the sports betting industry and products.
• Extensive working knowledge of the Casino and Sportsbook products, sites & systems.
• Previous experience using a CRM tool such as Salesforce/Oracle/Zendesk etc. and previous experience using Analytical Platforms such as Tableau, Power BI or Amplitude is highly desirable.
• Current Motor Vehicle driver’s license.

Other considerations

• Regular travel is necessary which requires routine time away from home.
• Entertainment and attendance at sporting/hosting events also require “out of hours” commitment.
• Communicating with customers evenings, weekends, and holidays is often necessary and required.
• The Incumbent will be subjected to regular probity, financial and criminal checks as part of their ongoing employment.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits.
• Flexible vacation allowance.
• Startup culture backed by a secure, global brand.

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We are an equal opportunities employer and want to celebrate you being you.