VIP Customer Experience Manager - JHB

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

Our client is seeking an experienced and highly professional VIP Customer Experience Manager to lead their premium guest engagement strategy within their casino environment. This is a key leadership role responsible for delivering a world-class, personalised experience to high-value players, while driving customer acquisition, retention, and revenue growth. The successful candidate will combine relationship management expertise, commercial insight, and operational leadership to elevate their VIP offering and ensure an exceptional, discreet, and memorable experience for their most valued guests.

DUTIES:

• Develop and execute a VIP customer experience strategy focused on acquisition, retention, and revenue optimisation
• Build, manage, and continuously enhance the VIP player database and segmentation strategy
• Drive loyalty initiatives and value propositions to maintain a competitive and premium offering
• Lead, mentor, and manage the VIP Hosts and Guest Relations team, ensuring exceptional service delivery
• Collaborate with Gaming, Marketing, Hotel, and Food & Beverage teams to deliver a seamless, integrated guest experience
• Maintain strong, professional relationships with high-net-worth individuals and premium clientele
• Oversee VIP budgets, reinvestment strategies, and profitability metrics
• Monitor and report on VIP performance, including revenue, ROI, and player activity
• Ensure full compliance with gaming regulations, company policies, and brand standards
• Oversee VIP guest arrivals and ensure personalised hosting experiences
• Manage host allocations, player portfolios, and operational planning, including leave coverage
• Work closely with the promotions team to align VIP engagement with campaigns and events

REQUIREMENTS:

• Minimum 6–8 years’ experience in casino operations, VIP services, or high-end customer relationship management
• At least 5 years’ experience in a leadership or managerial role
• Strong understanding of casino operations, player value management, and loyalty programmes
• Proven experience engaging with high-net-worth individuals and premium clients
• Excellent interpersonal, communication, and relationship-building skills
• Strong organisational and reporting capabilities with attention to detail
• Ability to work in a fast-paced, high-pressure environment
• Willingness to travel and work extended hours, including evenings, weekends and public holidays
• Comfortable working in a smoking environment
• Will be required to obtain a Gaming Licence

Qualifications

• Matric
• Bachelor’s Degree or Advanced Diploma in Hospitality Management, Business Management, Marketing, or a related field