VIP Team Lead

Our client is seeking a proactive and organized VIP Team Lead to inspire and guide their VIP team. In this role, the VIP Team Lead will play a key role in shaping VIP services by refining and implementing efficient procedures, while leading by example in managing high-value client interactions through phone, email, and chat. The ideal candidate is a proactive leader with a passion for delivering exceptional service.

Position: VIP Team Lead

Reporting to: Brand Manager
Location: Hybrid during probation (if based in Malta) or fully remote
Working Hours: Monday to Friday, 8 am to 5 pm

Key Responsibilities:

• Lead, mentor, and train the VIP team to ensure the delivery of exceptional service to VIP clients.
• Provide ongoing coaching and feedback to team members, helping them grow and excel in their roles.
• Foster a positive, motivating team environment that encourages high performance.
• Develop, implement, and refine processes and procedures to enhance team efficiency and effectiveness.
• Build and maintain strong relationships with VIP clients via phone calls, emails, and chat, ensuring high levels of satisfaction and loyalty.
• Track and analyze key performance indicators (KPIs) to ensure the team meets its targets.
• Design and execute personalized campaigns tailored to VIP clients.
• Collaborate with other departments (e.g., marketing, product, support) to ensure VIP clients receive a comprehensive and cohesive service experience.

Required Qualifications:

• 3-5 years of experience in the online gambling industry, with prior experience in VIP management and knowledge of Curacao license markets.
• Proven experience in a team lead or mentoring role, with the ability to inspire and guide a team to success.
• Highly organized with the ability to manage multiple tasks and priorities effectively.
• Self-motivated, proactive, and capable of driving improvements and delivering results.
• Willingness and ability to engage directly with VIP clients when needed.
• Excellent verbal and written communication skills in English; additional languages such as German, Spanish, Portuguese, or Norwegian are a plus.

What Our Client Offers:

• Flexibility.
• Competitive salary.
• Health insurance, internet, and sports allowance if based in Malta.
• Opportunities for growth.
• A supportive and dynamic company culture.