Customer Relationship VIP Specialist

Responsible for supporting the delivery of personalized, high-touch experiences to STM Consulting high-value customers (VIPs), working closely with VIP clients to foster strong relationships, enhance their engagement and retention, and contribute to maximizing their lifetime value.

STM Consulting is a dynamic provider of customised services designed to enhance and optimise digital experience platforms, in the iGaming sector. We focus on innovation and client success, offering a comprehensive suite of solutions including digital marketing, graphic design, strategic consultation, data and analytics, Customer Relationship Management (CRM) integration, customer support, and the development of robust, customer-centric ecosystems.

Driven by a steadfast dedication to sustainable growth and exceptional customer satisfaction, we are currently expanding our presence across the African region. As part of this growth, we are actively building our teams and welcoming new talented professionals to join our organization.

Job Overview:

Responsible for supporting the delivery of personalized, high-touch experiences to STM Consulting high-value customers (VIPs), working closely with VIP clients to foster strong relationships, enhance their engagement and retention, and contribute to maximizing their lifetime value.

In this role you will identify and nurture potential new VIPs while providing quick, personalized support to ensure player experience and loyalty, creating custom content and collaborating closely with internal teams to deliver a seamless and premium service. 

This role plays a vital part in executing targeted CRM initiatives, managing VIP communication, and supporting the overall VIP program to ensure the most valuable customers receive exceptional service and tailored offerings.

Key Responsibilities:

VIP Customer Support & Engagement:

• Assist in identifying and segmenting VIP customers based on their activity, loyalty, and potential value. 
• Provide personalized communication and support to VIP clients, ensuring their needs and preferences are addressed proactively. 
• Respond promptly and professionally to VIP inquiries, concerns, and requests, maintaining a high standard of customer service. 
• Maintain regular contact with VIP customers through personalized outreach, offers, and updates to strengthen relationships. 

 CRM Campaign Execution:

• Support the execution of targeted CRM campaigns aimed at VIP customers, including promotions, rewards, and exclusive offers. 
• Collaborate with Marketing and Analytics teams to create tailored messaging that resonates with VIP segments. 
• Assist in tracking campaign performance and customer response, providing insights for continuous improvement. 

Data Analysis & Reporting:

• Monitor VIP customer activity and behavior via CRM and Backoffice systems to identify trends and opportunities for engagement. 
• Analyze customer data for personalized offers and improve VIP service delivery. 
• Produce high-level insights and actionable conclusions by analyzing player data and behavior.
• Cross-reference and segment data to support business strategies and decision-making.
• Identify trends and unusual cases among VIP players, understanding their potential impact and addressing them strategically.
• Prepare reports on VIP engagement metrics, campaign outcomes, and customer feedback for review with senior management. 

 Collaboration & Support:

• Work closely with VIP Managers, CRM, Marketing, Customer Support, and Operations teams to ensure seamless service delivery. 
• Support the VIP team in organizing exclusive events, promotions, and experiences for high-value clients. 
• Assist in maintaining the integrity and accuracy of VIP customer data within CRM systems, ensuring compliance with privacy and gaming regulations. 

 Candidate Profile:

Qualifications and Experience:

• Proven experience in CRM, VIP Customer Management, or related roles within fast-paced sectors.
• Strong interpersonal and communication skills, with the ability to build rapport and maintain long-term relationships with high-value clients. 
• Customer-centric mindset with a passion for delivering exceptional service experiences. 
• Proficiency in CRM platforms and data analysis tools; familiarity with iGaming CRM systems is a plus. 
• An analytical mindset with the ability to interpret customer data and derive actionable insights. 
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment. 
• Knowledge of gaming regulations, responsible gaming practices, and data privacy policies. 
• Bachelor’s degree in Business Management, Marketing Management, or a related field is preferred. 

  Key Skills:

• Strategic thinking and analytical mindset.
• Excellent problem-solving and troubleshooting abilities.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Effective communication and collaboration skills.
• Attention to detail and a commitment to delivering high-quality results.