VIP Customer Experience Manager - JHB, Johannesburg

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

#J-18808-Ljbffr