Senior Account Manager - VIP

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, Games Powered by Past Motor Racing, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, and insight, and strive to ensure we're always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us? 

What’s the position?

Key responsibilities include:

• Manage relationships with a portfolio of High Value Customers active across Hard Rock Bet Florida Sportsbook and Games Powered by Past Motor Racing.

• Responsible for managing a team of Account Managers, including coaching, development, and performance management to achieve portfolio KPI targets.

• Drive increased customer satisfaction and loyalty through providing a professional and proactive account management service tailored to the customer needs and profile.

• Grow customer value by proactively providing relevant offers that focus on retention, upsell and cross sell.

• Conduct customer meetings to gain knowledge and build trust to the Hard Rock brand whilst responding promptly and effectively to incoming calls and emails.

• Meet specific customer SLA’s including reactivation calls, welcome, upsell and account reviews.

• Analyse customer activity against expected behaviour and take corrective action where required.

• Work with Director – VIP to achieve KPI targets set against portfolio of customers including Actives, GGR, Retention and Reinvestment.

• Create individual customer account plans to identify opportunities to drive retention and increased customer value.

• Learn customers product pain points and wish list, understand their priorities and feedback to relevant stakeholders.

• Provide regular customer feedback to Director, VIP regarding how to improve services for customers in line with Hard Rock Digital commercial strategy.

• Continually seek opportunities to acquire new High Value Customers through existing portfolio and personal network