Senior Account Manager - VIP

Hard Rock Digital•Hollywood, FL

About The Position

Hard Rock Digital is building digital products and technologies for consumers, drawing on the Hard Rock and Seminole Tribe of Florida brands. The Senior Account Manager - VIP manages a team of Account Managers and a portfolio of High Value Customers, delivering tailored account management that supports customer satisfaction, loyalty, retention, and commercial performance. The role works with the Director, VIP to achieve portfolio KPIs and shares customer feedback with relevant stakeholders to help improve services.

Requirements

At least 3 years of experience working with High Value Customer accounts.
At least 2 years of experience managing a team.
Ability to facilitate and represent 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 through soft sales techniques.
Motivation to work in a target- and results-driven environment.
Strong written and oral presentation skills, including confidence in raising opportunities and concerns with the wider management team.
Ability to interpret and analyze data to identify opportunities and make informed decisions.
Collaborative, curious, energetic, and keen to develop oneself and team members.
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 a team of Account Managers, including coaching, development, and performance management, to achieve portfolio KPI targets.
Deliver professional, proactive account management tailored to each customer's needs and profile.
Grow customer value through relevant retention, upsell, and cross-sell offers.
Conduct customer meetings to build trust in the Hard Rock brand and respond promptly to incoming calls and emails.
Meet customer service-level requirements, including reactivation calls, welcome calls, upsell activity, and account reviews.
Analyze customer activity against expected behavior and take corrective action when needed.
Work with the Director, VIP to meet portfolio KPIs, including Actives, GGR, Retention, and Reinvestment.
Create individual customer account plans to identify opportunities to improve retention and customer value.
Understand customer product pain points, priorities, and wish lists, and share feedback with relevant stakeholders.
Provide the Director, VIP with regular customer feedback to inform 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.