Role Specification

Job Title

/ Senior VIP Manager - GrosvenorCasinos.com
Reports to / GrosvenorCasinos.comHead of E-Commerce
Role Purpose & Scope / Reporting to the GrosvenorCasinos.comHead of E-Commerce, this is the leadership role for the GrosvenorCasinos.comVIP operation. The Head of VIP will be responsible for leading and developing a VIP team who host and manage high value clients across all products within the GrosvenorCasinos.combrand. The team will consist of 2 people with expectation of further growth. Delivering value from our VIP customers is a critical strategic capability for delivering revenue across the business.
Principal Job Responsibilities /
  • Manage VIP Marketing and Freebet budget to deliver the maximum possible revenue from customers in our top value tier
  • To form and lead the best in sector VIP offering delivering -
  • Creation of an inspirational, differentiated VIP scheme
  • One multi-channel VIP offering
  • Continuing retention of current VIPs
  • Uplift of customers into higher VIP levels
  • Cross sale of other products
  • New VIP customer acquisition and development– with a focus on our offline estate
  • To formulate strategies and execute tightly controlled commercial plans to deliver revenue numbers
  • Own GrosvenorCasinos.com VIP Policy and Procedure document. Liaising with compliance and security on all elements of VIP customer/team risk
  • To build a methodical, “forensic” approach to analysis of VIP behavior, testing of plans and continuous revenue performance improvement
  • Work with relevant parties cross group on VIP led projects and initiatives to include a CRM/Single Customer View system
  • Collaborate and align with all areas of the business to make sure VIP offering is brand driven. Key working areas should include Brand Teams, Product Management, Marketing, Customer Service, Fraud and Payments and CRM
  • Ensuring VIP players receive the highest standard of service
  • Actively mentoring and supporting direct reports in their individual personal and professional development
  • Everything should be driven by customer insight, measurability, performance management, commerciality and an awareness of each brands positioning
  • Deliver weekly, monthly and quarterly reports to the business
  • Attend relevant events with VIPs, being the ambassador for the GrosvenorCasinos.com business and build revenue generating relationships

Qualifications & Experience /
  • Over 5 year’s previous experience in gambling
  • Over 5 years’ experience in people management
  • Ability to recruit, manage, motivate team and individuals
  • Results driven and can demonstrate how you made a difference in growing a business previously.
  • Excellent communication and negotiation skills
  • Excellent working knowledge of PowerPoint, Excel, Word, Outlook and the Internet
  • Experience in land based or online gambling desirable

Personal Qualities /
  • Excellent creative skills
  • Excellent analytical skills
  • Strong interpersonal skills with an ability to work with a variety of styles, personalities and diverse areas of the group
  • Highly motivated and enthusiastic
  • Excellent communication and interpersonal skills
  • Excellent time management and organisational skills
  • Outgoing personality with a ‘can do’ attitude
  • Strong team player
  • Excellent written and oral communication skills
  • Self starter; someone who can work under their own initiative to achieve targets
  • Someone who can problem solve and think laterally
Ability to come up with ideas/concepts and suggestions/improvements and follow these through to implementation

This Job Description is agreed by:

Line Manager's Signature...... Date ......

Job Holder's Signature...... Date ......