【香港勤務】 Head of VIP Relations（ビザサポート無）

Responsible for developing, executing, and continuously improving the complete VIP strategy for the Japanese market. This plan needs to incorporate elements of all the areas listed below and to be achieved by liaising with senior stakeholders and the relevant teams of each:

• Translate Commercial objectives into VIP Goals & KPI target setting
• Connect the VIP program across brands and setup a cohesive service & offering guideline
• Achieve and report on the overall performance of the VIP Team
• Work with other teams across the company to ensure alignment of respective strategies & implementation (Communications, Rewards, Product, Sustainability) and a seamless VIP enablement
• Develop VIP models to optimize the players performance, compensation & satisfaction

Operational:

• Ownership of the VIP budget, target, and bonus costs
• Communication - Coordinate with the VIP Team to handle any inquiries from the VIP players
• Relationship building with the VIP Players, both online and offline
• Take actions to secure excellent service level
• Monitor VIP players performance and report to senior stakeholders accordingly
• Improve the player profiling system & integrate results into the team’s operational activities
• Responsible for the managed accounts pool including the addition/removal of managed accounts as per set criteria and to consistently report on and profile the players included

Team Management:

• Manage & develop the VIP Team Specialists
• Support team in maintaining relationships with the VIP players
• Manage and resolve any VIP escalations from the team
• Maintain and explain VIP dashboards and reports
• Develop and execute training programs for all new starters and Customer Service

Must:

• Native level of Japanese and English
• Analytical and detailed oriented
• Sales driven
• 2-3 years managerial experience
• Ambitious, goals-oriented, organized, proactive, communicative, big-picture view

Preferred:

• 2-3 years of Account Management experience
• 2-3 years Customer Support experience
• International experience and mindset
• Good Excel & PPT skills
• Solid understanding of the psychology behind consumer behavior