Our Customer Experience department is growing, and we are looking for new talent to join us on our journey! 🚀

Working at our company means working at a young, international, and fast-paced fintech company that offers an ideal workplace for those who want to have a real impact on the growth of an organization and are craving responsibilities. It also means having lots of fun! 🎉

As a VIP Operations Manager, you’ll assist the VIP Team Manager in the ownership of VIP Management by ensuring the service is up-to-date and competitive. You are responsible for ensuring that our VIP team is managing and building strong relationships with VIP customers and the brand and finding innovative ways of retaining clients while dealing with escalations regarding VIP accounts.

✍️ Your daily tasks will be 

• Researching our competitors to ensure we are ahead of the industry and we deliver the best experience for our VIP customers;
  
• Analyzing player activity and behavior, identifying new VIP customers, carrying out daily/weekly/monthly analyses for the team, and creating tasks based on the review – follow-ups;
  
• Providing the monthly VIP report that will give an overview of the broader business;
  
• Identifying patterns and problem areas, implementing effective solutions to increase efficiency for the VIP team, and building strong relationships with other departments;
  
•  Analyzing the performance of VIP portfolios and KPIs; 
• Setting and monitoring the targets for the VIP team;
  
• Together with the VIP CRM Manager, planning and executing VIP campaigns and activities within budget for active and lapsed customers on a monthly, quarterly, and yearly basis;
  
• Together with the VIP Team, onboarding, training, and supporting new and existing team members to a level where they can deliver and provide the best customer experience; 
• Managing the VIP Manager's schedule;
  
• Organizing and hosting VIP customer events and being the contact person between the VIP Team and Travel Team. Keeping an overview of the VIP customers'  gift costs and, when needed, helping and supporting VIP Managers in organizing customer gifts;
  
• You’ll be the first point of contact in the absence of the VIP Team Manager.
  

✔️ What we expect from you

• Strong analytical skills;
• Experience in managing demanding customers;
• Knowledge of sports and casino products;
• Excellent communications skills and an eye for detail;
• Fluent in verbal and written English;
• Experience in managing people;
• Experience in hosting and organizing events.
  

🚀 What will you find at Yolo Group?

• Generous learning & development package 📚 (personal development plan & trainings, company-wide knowledge sharing & trainings)
• Opportunity to invest in the Group’s own venture fund, Yolo Investments 💸
• Focus on your well-being via monthly sports compensation, in-house gym and relaxing sleeping pods in our HQ, 3 health days per year, and private health insurance.
• Celebrating together! 🥳 Birthday day off, paid vacation days to celebrate personal life achievements, e.g., child’s first school day, engagement, marriage, etc.
• Comfortable offices with its own cafeteria in HQ, plenty of fruits 🍎, snacks, drinks, and good vibes.
• Most legendary events and networking opportunities with colleagues across the whole Group 🎉
• Free parking at the office.

If you feel excited, but would like to hear more, don't hesitate to apply, and we will sort everything out as we go! 

Yolo Group brings next-level innovation to the worlds of gaming, fintech, blockchain, and more. Serving millions of users worldwide, the Yolo Group is committed to putting the customer at the center of the universe via a wide range of fun, fast and fair products and services. Powered by a team of 900+ Yoloers from 60+ different nationalities around the world, the Yolo's disruptive DNA is matched only by a desire to take everything we work on "to the moon".