Datafin was established in 1999 due to the need for a specialized IT recruitment solution. We offer a personalized and flexible recruitment service, specializing in providing both client and candidate with the perfect fit. We pride ourselves on the fact that we have established relationships with industry leaders and a vast majority of our business is repeat...
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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
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