VIP Specialist
We are the Lottomatica Group, the leading company in the regulated gaming sector in Italy and one of the largest European operators across all areas of activity: sports betting, online gaming, and amusement machines. We offer our customers safe, high-quality gaming experiences across all channels, placing responsibility and sustainability at the heart of our business. Being part of Lottomatica is much more than working for a company: it means contributing to a large and responsible entrepreneurial project. We are looking for a VIP Specialist to join our Digital & Betting Department, managing a client portfolio and providing top-tier service to the company’s most valued players, ensuring growth in their lifetime value.
- Manage the VIP customer base to strengthen customer relationships and ensure the highest share of wallet percentage
- Act as the first point of contact for VIP customers through dedicated inbound and outbound channels (chat, phone, email)
- Establish and develop a direct relationship with VIP customers through one-to-one channels
- Activate ad-hoc campaigns tailored to the gaming habits of VIP customers
- Monitor relevant KPIs on a daily, monthly, and weekly basis
- Prepare specific analyses and presentations for weekly update meetings
- Define offline caring activities (invitations to events, sending gadgets) and build VIP customer loyalty by participating in dedicated events with them
- Organize the flow of promotional communications (inbox, dem, SMS), in line with the VIP Supervisor's directives
- Identify and report cases of problem gambling, implementing Responsible Gaming protection procedures
- Analyze the market and trends and conduct regular benchmarking activities
- Be familiar with the various gaming verticals and be able to offer customer support on all products available on the site
- Collaborate with the managers of the various product areas through meetings and reports, in order to coordinate activities and optimize results
- Manage outbound campaigns for specific communications and track their results
- Communicate with customers in a professional and helpful manner, reflecting the guidelines.
- Minimum 2 years of experience in the role
- Excellent knowledge of Customer Service management, particularly with VIP clients
- Full proficiency in MS Office Suite
- Outstanding communication skills
- Strong problem-solving abilities
- Goal-oriented mindset
- Excellent team-working attitude
- Experience in the gaming industry (plus)
- Contract commensurate with experience and hybrid job opportunities
- Company laptop and mobile phone
- Meal vouchers and performance bonus
- Corporate welfare program, supplementary health insurance, nursery bonus
- Ongoing training on both hard and soft skills
Lottomatica Group is the largest operator in Italy's regulated gaming market and one of the major gaming companies in Europe. Headquartered in Rome and incorporated in 2019, it offers sports betting, online casino, poker, bingo and gaming machines across both online and retail channels. The group runs well-known Italian brands including GoldBet, Better, Lottomatica.it and Planetwin365, supported by the country's largest specialist distribution network of betting shops and gaming venues. It is listed on the Italian stock exchange, Euronext Milan.
