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.

Responsibilities

• 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

Requirements

• 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

  Preferred additions

  • Experience in the gaming industry

  What you’ll find at Lottomatica

  • The opportunity to work at the largest betting and gaming company in Italy and one of the largest globally
  • A dynamic environment to grow and develop new skills
  • A chance to provide impactful solutions for major organizations and directly influence their success
  • Participation in charity, legality, and responsibility projects through Fondazione Lottomatica
  • A corporate DNA model built on Inclusion, Diversity, Excellence, and Collaboration
  • Being part of the global industry leader in ESG commitment
  • Excellent growth opportunities

  What we offer

  • 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
  • Annual gross salary based on experience (from 28k to 30k)
  • Shift work

  Lottomatica follows a policy that guarantees equal opportunities and promotes diversity and inclusion, standing firmly against all forms of discrimination. At Lottomatica, we believe every person is unique, and we view diversity as a source of both personal and organizational enrichment. We are committed to creating an open, safe, and inclusive environment where everyone can be their true self, regardless of gender, religion, sex, age, ethnicity, nationality, disability, marital status, or sexual orientation.