PpOur client specialises in providing a comprehensive suite of premier business support services designed to meet the diverse needs of their clients. From legal consultation and accounting support to banking solutions, compliance guidance, and administrative assistance, they pride themselves on delivering excellence in every aspect of their work. /p h3Role Overview /h3 pThe Head of VIP Department is a senior leadership role responsible for the overall strategy, performance, and development of our Company’s operations. This role oversees the VIP Account Management team, sets standards for high‑touch client engagement, and ensures the retention, growth, and satisfaction of the company’s most valuable clients. /p pThe ideal candidate combines strategic thinking with hands‑on leadership, deep experience in VIP customer management (ideally within iGaming, online entertainment, or similar client‑centric industries), and a strong ability to scale premium customer experiences. /p h3Job Type /h3 pFull time | Permanent /p h3Relocation /h3 pCape Town /p h3Workplace /h3 pOn site /p pFrequent travel to Mauritius /p h3Requirements /h3 ul liProven experience in a senior VIP, customer success, or retention leadership role /li liStrong background in VIP account management within iGaming, online entertainment, marketing services, or similar industries /li liFluency in English and French (would be a real plus) /li liDemonstrated ability to lead, motivate, and scale high‑performing teams /li liStrong analytical and business‑oriented mindset with experience using data to drive decisions /li liExcellent communication, negotiation, and stakeholder‑management skills /li liAbility to handle sensitive situations with professionalism, discretion, and empathy /li liStrong iGaming experience is a must /li /ul h3Desirable Attributes /h3 ul liExperience managing high‑value client portfolios across multiple markets /li liBackground in sales retention, loyalty programs, or lifecycle marketing /li liCalm, strategic decision‑maker under pressure /li liProactive, solutions‑driven leadership style /li liStrong commercial awareness and revenue‑focused mindset /li /ul h3Key Responsibilities /h3 h3Strategic Leadership /h3 ul liDefine and own the overall VIP strategy, aligning client engagement, retention, and growth initiatives with company objectives /li liDevelop and continuously optimise VIP frameworks, service standards, and engagement models /li liIdentify opportunities to enhance VIP value propositions, loyalty programs, and exclusive offerings /li /ul h3Team Leadership Development /h3 ul liLead, mentor, and manage the VIP Account Management team, including hiring, onboarding, training, and performance management /li liSet clear KPIs and performance benchmarks for VIP Account Managers /li liFoster a high‑performance, client‑centric culture focused on empathy, professionalism, and accountability /li /ul h3Client Relationship Management /h3 ul liOversee relationships with top‑tier VIP clients and act as an escalation point for high‑priority or complex cases /li liEnsure consistent, personalised, and premium experiences across the VIP client portfolio /li liBuild long‑term trust with key clients and stakeholders /li /ul h3Performance, Analytics Reporting /h3 ul liMonitor VIP activity, retention, lifetime value, and engagement metrics /li liAnalyse client behaviour and feedback to identify trends, risks, and growth opportunities /li liProvide regular reporting and insights to senior leadership on VIP performance and outcomes /li /ul h3Cross‑Functional Collaboration /h3 ul liWork closely with Marketing, Sales, Product, and Customer Support teams to deliver seamless VIP experiences /li liContribute to the design and execution of VIP campaigns, promotions, and exclusive events /li liEnsure alignment between VIP initiatives and broader company strategies /li /ul /p #J-18808-Ljbffr