Director - VIP

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, behavior, 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? The Director - VIP is responsible for maintaining, strengthening, and growing high-valued customer relationships through comprehensive leadership and management of the team of VIP hosts and supporting staff. Your goal will be to develop and execute a strategy that grows the value of this segment, both servicing digitally acquired players and working with Hard Rock's current player development teams across the different brick & mortar properties. You will oversee customer relationships and be responsible for account growth, customer satisfaction, prioritization of client and project workflow, and staffing whilst also ensuring that all quality of work meets a high standard. You will: Create & manage a high-performing team of account managers who will be measured across both customer service levels and commercial targets Motivate, develop and drive the team to meet challenging targets and identify new opportunities to grow the value of the customer base Devise and implement a strategy for our digital VIP platform, including tooling, segmentation, workforce management, etc You will integrate your work amongst a pod that includes senior marketing, sportsbook, casino and management executives What are we looking for? The ideal candidate will have: Must have 5+ years experience in VIP management. Must have knowledge of customer retention, product, and marketing acumen. Must have excellent verbal, written, and interpersonal skills. Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. 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 want to celebrate you being you (we are an equal opportunities employer)