Director - VIP at Hardrockdigital — Florida, FL

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

What's the position?

The Director - VIP is responsible for maintaining, strengthening, and growing high-valued customer relationships through comprehensive leadership and management of the team of VIP hosts and supporting staff. Your goal will be to develop and execute a strategy that grows the value of this segment, both servicing digitally acquired players and working with Hard Rock's current player development teams across the different brick & mortar properties.

You will oversee customer relationships and be responsible for account growth, customer satisfaction, prioritization of client and project workflow, and staffing whilst also ensuring that all quality of work meets a high standard.

You will:

• 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
• You will integrate your work amongst a pod that includes senior marketing, sportsbook, casino and management executives