Location: Hybrid (St Albans)

Employment: Full-time

About the role

Are you passionate about delivering exceptional customer experiences? Do you have the skills to build and manage a premium VIP programme in the competitive online casino industry? Traffic Label is seeking an experienced and dynamic VIP Manager to take the lead on our exclusive new venture, Club Lucky.

Club Lucky is an invite-only VIP programme for online casino players in the UK and beyond. With four exciting tiers of status and rewards, Club Lucky offers bespoke bonuses, personalised offers, and real tangible gifts to members.

As VIP Manager, you’ll play a key role in creating and managing this premium experience.

Key responsibilities

1. Build efficient systems and memorable experiences
   • Collaborate with our development team to enhance the user experience across our customer-facing WordPress platform
   • Optimise functionality within Opus, our business intelligence tool, to improve internal processes and reporting
2. Engage our VIPs through marketing channels
   • Work closely with our Head of Direct Marketing to manage communication strategies for VIP players from invitation and onboarding to progression through the Club Lucky tiers
   • Develop engaging, personalised messaging that resonates with VIP audiences across multiple channels
3. Be the go-to person for players and partners
   • Act as a bridge between Club Lucky members and our casino partners by working with our affiliate managers to secure exclusive offers, bonuses, and deals tailored to VIP needs
   • Work closely with affiliate managers to balance the value for both VIPs and Traffic Label, ensuring mutually beneficial agreements
4. Scale the rewards offered to players
   • Create and implement efficient processes for sourcing, integrating, and delivering rewards across all VIP levels
   • Ensure rewards are tailored to the preferences and behaviours of VIP players
5. Ensure absolute compliance in all activity
   • Ensure all communications, offers, and marketing strategies align with UK gambling regulations, including guidelines from the Gambling Commission and the Advertising Standards Authority (ASA)
   • Stay up to date with changes in compliance requirements and implement processes to maintain full adherence across all Club Lucky activities
6. Report on performance and profitability
   • Analyse player data and engagement metrics to identify trends, measure programme success, and refine strategies
   • Generate regular reports for stakeholders on the performance of Club Lucky, including customer satisfaction, retention, and ROI
7. Be the Club Lucy brand ambassador
   • Manage Club Lucky’s branding, marketing strategies, and tone of voice, ensuring consistency across all customer touch points
   • Work with our content and design teams to develop campaigns that reinforce Club Lucky’s premium status
8. Build and lead a team of VIP specialists
   • Provide leadership within cross-functional teams to ensure smooth programme operation and alignment with Traffic Label’s goals
   • Train and mentor junior team members involved in the Club Lucky programme, ensuring quality standards are assured through checks and processes
9. Understand our VIP players and their preferences
   • Develop a deep understanding of VIP player preferences, behaviours, and expectations through direct interaction and data analysis

The ideal candidate

• Proven track record in VIP management, customer relationship management, or similar roles within the online gaming or affiliate marketing industry
• Strong understanding of UK gambling laws and marketing regulations, with experience implementing compliant strategies
• Excellent written and verbal communication skills, with an ability to engage effectively with both players and partners
• Comfortable working with digital tools such as WordPress, business intelligence platforms, and CRM systems
• Strong problem-solving skills and a data-driven approach to decision-making
• Experience working across teams, including marketing, development, and affiliate management
• Ability to create compelling marketing campaigns and implement innovative strategies to delight VIP players
• Strong understanding of the affiliate marketing model in online gambling, with an awareness of key metrics and performance standards