VIP Associate

Hard Rock Digital; Orlando (FL); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive Pay and Benefits

Global Brand

Job summary

Hard Rock Digital is seeking a VIP Associate to cultivate premium relationships in the designated region, driving wallet share and brand advocacy. The role requires field presence, strong interpersonal skills, and meticulous attention to detail while coordinating with internal VIP teams.

You will work with CRM and analytics tools to track client preferences, ensure regulatory compliance, and support VIP leadership in delivering an exceptional guest experience across events and engagements.

Qualifications

• Passionate about the sports betting industry with problem-solving skills.
• Excellent interpersonal and professional conduct with strong leadership and critical thinking.
• White-glove customer service experience; sportsbook background is a plus.
• Ability to obtain regulator employee licensing for relevant jurisdictions.
• Clear, professional communication to clients and colleagues.
• Broad knowledge of the sports betting industry and marketplace.

Responsibilities

• Develop high-potential relationships within the region and convert them to premium VIPs.
• Create account plans to expand wallet share and product awareness.
• Meet with VIP customers to retain key players and maximize loyalty.
• Adhere to budgeting guidelines and qualify target audiences for campaigns.
• Collaborate with HRD VIP group and other internal VIP managers.
• Record wallet share, interests, and preferences in CRM weekly.
• Maintain regulatory knowledge and comply with company policies.
• Lead or support VIP leadership-driven special projects.
• Advocate for the Hard Rock Digital brand and values.
• Perform other duties within skills and experience as directed.

Skills

Interpersonal skills

Professionalism

Leadership

Critical thinking

Attention to detail

Communication

Tools

Salesforce

Oracle CRM

Zendesk

Tableau

Power BI

Amplitude

Job description

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

We’re looking for a VIP Associate, a position that requires exemplary interpersonal skills, consummate professionalism, impressive attention to detail matched with high energy, confidence, and a willingness to meet clients in the field, working collaboratively with both internal and external stakeholders to deliver on our VIP value proposition.

Responsibilities for the role include:

• Develop high potential customer relationships within the specified region/s and vertical into premium VIPs.
• Develop account plans to convert business and product awareness to grow our share of wallet.
• Meet with VIP customers, retaining the most important customers of our business.
• Adhere to budgeting guidelines and make recommendations to qualify & convert the target audience of high potential customers.
• Where appropriate work collaboratively with and manage successful relationships between HRD VIP group and other internal VIP account managers.
• Collect and record information on customer wallet share, interests and preferences.
• Ensure all relevant intelligence and business information is maintained, protected and accurately recorded within the CRM tool weekly.
• Ensure knowledge of and compliance with all regulatory obligations and company policies in each state.
• Lead or support special projects as assigned by VIP Leadership.
• Love our brand and be an advocate of our values.
• Any other duties or tasks, as directed, within your skills and experience.

What are we looking for?

• Someone who is passionate about the industry and their role. Must be able to pivot on demand and have creative problem-solving skills in unique situations.
• Demonstrates superb interpersonal skills, professionalism, leadership skills and critical thinking abilities.
• Proven track record in providing white glove customer service and a background in sportsbook an advantage.
• Ability to obtain and hold industry regulator employee licensing for each responsible jurisdiction within position remit.
• Ability to communicate information clearly and professionally to clients & colleagues.
• Well-informed and displays a broad knowledge of the sports betting industry.
• Previous experience using a CRM tool such as Salesforce/Oracle/Zendesk etc. and previous experience using Analytical Platforms such as Tableau, Power BI or Amplitude is highly desirable.

Other considerations

• Regular travel may be necessary which requires routine time away from home.
• Entertainment and attendance at sporting/hosting events also require “out of hours” commitment.
• Communicating with customers evenings, weekends, and holidays is often necessary and required.
• The Incumbent will be subjected to regular probity, financial and criminal checks as part of their ongoing employment.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits.
• Startup culture backed by a secure, global brand.

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We are an equal opportunities employer and want to celebrate you being you.