CRM VIP Manager

STM Consulting seeks an experienced CRM VIP Manager to develop personalized relationships with high-net-worth players, boosting engagement, loyalty, and exclusive experiences across Africa’s expanding iGaming industry.

STM Consulting is a dynamic force in the iGaming industry, dedicated to delivering innovative, engaging, and responsible gaming experiences. With a strong focus on sustainable growth and customer satisfaction, we are actively expanding our footprint across the African region.

To support our continued growth and excellence in customer relationships, we are looking for a CRM VIP Manager, a strategic, client-focused leadership role dedicated to building and maintaining long-term, meaningful relationships with the company's most valuable VIP players.

This position's primary objective is to design and implement highly personalized CRM strategies that drive increased engagement, foster loyalty, and maximize the lifetime value of VIP customers.

The role requires a deep understanding of high-net-worth players’ gaming behaviors, preferences, and expectations, combined with exceptional communication skills and a passion for delivering exclusive, memorable experiences that reinforce the brand’s premium and luxurious positioning.

The successful candidate shall leverage advanced data analytics and targeted marketing campaigns to create a sense of exclusivity and importance among VIP players. Ensuring that each touchpoint reflects personalized attention and value, the CRM VIP Manager will play a crucial role in making VIP players feel truly valued, prioritized, and connected to the brand’s high-end gaming environment.

Key Responsibilities

VIP Relationship Management:

• Develop an in-depth understanding of VIP players’ gaming habits, preferences, and expectations to tailor personalized engagement strategies.
• Serve as the primary point of contact for VIP players, providing exceptional, discreet, and proactive customer service.
• Create and maintain comprehensive VIP profiles within the CRM system, capturing gaming history, preferences, and special requests to facilitate personalized experiences.

CRM Strategy & Personalization:

• Design and execute targeted, high-touch CRM campaigns specifically for VIP players, including exclusive bonuses, bespoke promotions, invitations to private events, and personalized communication channels.
• Use advanced data analytics to identify VIP gaming trends, cross-sell opportunities, and retention strategies to maximize player lifetime value.
• Collaborate with marketing, product, and operations teams to ensure VIP communications and offers are aligned with brand standards and player expectations.

Customer Experience & Service Excellence:

• Deliver a seamless, luxurious, and discreet gaming experience that reinforces the exclusivity of the VIP segment.
• Anticipate VIP players’ needs and proactively address their preferences or concerns to foster loyalty.
• Organize and oversee VIP events, private tournaments, and exclusive experiences that enhance player engagement and affinity.

Data Analysis & Reporting:

• Monitor VIP player engagement metrics, satisfaction scores, and campaign performance, utilizing data to refine strategies.
• Generate insights and reports to evaluate the success of VIP CRM initiatives, providing actionable recommendations for continuous improvement.
• Track key performance indicators such as VIP player acquisition, retention, and lifetime value.

Cross-Functional Collaboration & Support:

• Work closely with marketing, product, customer support, and gaming teams to deliver personalized, consistent experiences for VIP players.
• Provide insights and feedback from VIP players to inform game development, product enhancements, and service offerings.
• Support the onboarding and ongoing training of staff involved in VIP player interactions, ensuring high standards of service delivery.

Compliance & Confidentiality:

• Uphold the highest standards of discretion and confidentiality regarding VIP player data and interactions.
• Ensure all CRM activities are compliant with industry regulations, data protection laws, and company policies.

Candidate Profile

Experience & Knowledge:

• Proven experience managing VIP or high-net-worth clients within the iGaming, luxury hospitality, or premium service sectors.
• Strong understanding of online gaming platforms, CRM systems, and data analytics tools specific to the iGaming industry.
• Ability to interpret gaming data and develop tailored engagement strategies.

Key Skills:

• Excellent interpersonal, communication, and negotiation skills, with a professional and discreet demeanor.
• Ability to build trust and rapport with high-value VIP players.
• Strong organizational skills and attention to detail, with a focus on delivering personalized experiences.
• Creative mindset capable of developing innovative VIP offers and experiences.
• Problem-solving attitude with a proactive approach to client needs and challenges.

Education:

• Degree in Marketing, Business Administration, Hospitality, or a related field preferred.

We are a team of passionate and talented individuals who are dedicated to delivering competitive results, working together as a team, by combining our unique set of skills.

"Bring Your Talents to Our Table—We Can't Wait to Connect!"