Director - VIP

Hard Rock Digital•Hollywood, FL

22h

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social casino company in the world. They are creating a team that is passionate about learning, operating, and building new products and technologies for millions of consumers. The company values each customer's interaction, experience, behavior, and insight, striving to act authentically. Hard Rock Digital leverages the established brand of Hard Rock and the Seminole Tribe of Florida, known globally for gaming, entertainment, and hospitality, to expand into the digital space. The Director - VIP role is responsible for maintaining, strengthening, and growing high-valued customer relationships. This involves comprehensive leadership and management of the VIP hosts and supporting staff. The goal is to develop and execute a strategy that increases the value of this customer segment, by servicing digitally acquired players and collaborating with Hard Rock's current player development teams across brick-and-mortar properties. The Director will oversee customer relationships, focusing on account growth, customer satisfaction, prioritization of client and project workflow, and staffing, while ensuring high standards of work quality.

Requirements

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.

Responsibilities

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
Integrate work amongst a pod that includes senior marketing, sportsbook, casino and management executives