Senior Account Manager - VIP

Hard Rock Digital•Hollywood, FL

About The Position

Hard Rock Digital is seeking a Senior Account Manager to manage relationships with a portfolio of High Value Customers across Hard Rock Bet Florida Sportsbook and Games Powered by Past Motor Racing. The role also manages a team of Account Managers, coaching and developing them and overseeing performance to achieve portfolio KPI targets. It focuses on providing proactive, personalized account management, increasing customer satisfaction and loyalty, and growing customer value through retention, upselling, and cross-selling. The Senior Account Manager works with the Director – VIP to meet portfolio targets, create customer account plans, analyze customer activity, and identify opportunities to improve retention and customer value. The role gathers customer feedback and product insights, shares them with relevant stakeholders, and seeks opportunities to acquire additional High Value Customers through existing relationships and personal networks. A gaming license from the appropriate state agency may be required as a condition of employment.

Requirements

At least 3 years of experience in the U.S. digital Sportsbook, Games Powered by Past Motor Racing, or Casino industry, or equivalent sales experience.
At least 3 years of experience working with High Value Customer accounts; a network of VIP clients is preferred.
At least 2 years of experience managing a team.
Ability to represent and facilitate the needs of both customers and the business.
Strong interpersonal skills to build professional relationships and identify commercial opportunities.
Clear understanding of commercial targets and account-plan creation.
Ability to influence customers using soft sales techniques.
Motivation to work in a target- and results-driven environment.
Strong written, oral, and presentation skills, including confidence in highlighting opportunities or concerns to the wider management team.
Ability to interpret and analyze data to identify opportunities and make informed decisions.
Team-oriented, curious, energetic, and keen to support personal and team development.
May be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

Nice To Haves

A network of VIP clients.

Responsibilities

Manage relationships with a portfolio of High Value Customers active across Hard Rock Bet Florida Sportsbook and Games Powered by Past Motor Racing.
Manage a team of Account Managers, including coaching, development, and performance management to achieve portfolio KPI targets.
Provide professional, proactive account management tailored to customer needs and profiles to increase satisfaction and loyalty.
Grow customer value by providing relevant offers focused on retention, upselling, and cross-selling.
Conduct customer meetings to build trust and knowledge of the Hard Rock brand, and respond promptly and effectively to incoming calls and emails.
Meet customer service-level agreements, including reactivation calls, welcome calls, upselling, and account reviews.
Analyze customer activity against expected behavior and take corrective action where required.
Work with the Director – VIP to achieve portfolio KPI targets, including Actives, GGR, Retention, and Reinvestment.
Create individual customer account plans to identify opportunities to drive retention and increase customer value.
Learn customers’ product pain points, wish lists, and priorities, and share feedback with relevant stakeholders.
Provide regular customer feedback to the Director, VIP, on service improvements aligned with Hard Rock Digital’s commercial strategy.
Seek opportunities to acquire new High Value Customers through the existing portfolio and personal network.