Bombay is a collection of entertainment and hospitality brands, crafted to deliver luxury in every detail – from our exquisite facilities to our personalised service and the unique stories we inspire. Located in the heart of Tallinn, Bombay redefines luxury VIP experiences with its exclusive club, boutique hotel, restaurants, bars, spa, and bakery, embodying the spirit of elegance and refinement.

With a mobile-first, customer-focused approach and fun and exhilarating gameplay, Bombay is crafted with one goal in mind: to redefine the future of luxury experiences in hospitality and entertainment. This means we're all about building relationships for the long-term, and creating personalised exceptional experiences worthy of a story. 

Purpose of the role:

The Client Development Manager will support the Client Directors in acquiring, retaining, and reactivating VIP clients. As the first line of support for VIP clients, this role is crucial in setting and maintaining the tone of the long-term relationships that Bombay aims to build. Responsibilities will be varied and flexible, reflecting the personalized approach that Bombay takes with each client. This role is fundamentally commercial, leveraging Bombay's assets (Chesterfield, Bombay Club, Restaurants, Hotel, Yacht, etc) and expertise to explore opportunities and ensure the profitability of client relationship remains profitable.

Your responsibilities will be: 

Client Relationship Management

• Serve as the primary point of contact for High Net Worth Individuals (HNWI).
• Create and nurture first-class relationships with clients through professionalism.
• Define and execute bespoke client strategies aligned with Bombay’s commercial objectives.
• Establish and manage client reward processes.
• Become an expert on the Bombay Club brand, services, events, and experiences.
• Assist clients with any Bombay Club ecosystem-related issues, including casino, sportsbook, poker, rewards, crypto, or events.
• Liaise with relevant stakeholders to enhance client experiences and anticipate issues for timely mitigation.

Client Retention and Reactivation

• Develop and implement strategies to retain existing VIP clients and reactivate inactive ones using different channels.
• Monitor client activity and engagement levels, taking proactive steps to re-engage clients who show declining activity.
• Design and execute retention and reactivation offers tailored to individual client preferences and behaviors.

Commercial Management

• Identify opportunities within the Yolo Group where synergies may exist.
• Collaborate with Client Directors to set commercial targets, monitor, and track performance.
• Produce, analyze, and present client performance KPIs.
• Manage clients' online gaming accounts and take corrective actions as needed.
• Make commercial decisions about clients when necessary.

Client Data Management

• Maintain a high-quality database of client information to enable a truly personalized service.
• Process feedback from services, assets, and gaming teams, updating client databases accordingly.
• Have an in-depth knowledge of your client portfolio.

Responsible Gambling

• Monitor client gambling behavior, assess for responsible gambling, and take action if an activity is potentially harmful to the client or Bombay.

Brand Representation

• Represent and promote the Bombay brand professionally and positively.

Key Skills & Experience:

• Minimum of 5 years of experience working with High Net Worth (HNW) clients.
• Proven knowledge of Casino, Sportsbook, or Poker is essential.
• Strong understanding of data, with the ability to recognize trends, monitor performance, and set targets.
• Capable of designing and executing client-focused processes.
• Highly numerate, with the ability to derive new insights about client needs and product usage.
• Demonstrable communication and problem-solving skills from previous roles.
• Patience and empathy for elite clients, combined with a strong commercial drive.
• Committed to delivering the best elite VIP experience and building strong relationships across a wide range of individuals.
• Self-motivated with the ability to proactively accomplish tasks and meet deadlines.
• Highly organized with exceptional attention to detail.
• Comfortable in a dynamic, fast-paced setting, with the ability to travel and provide support beyond typical working hours for our VIP clients.

Why join Bombay? 

• Celebrate together: In addition to annual holidays, enjoy a birthday day off and paid vacation days to celebrate personal life achievements (e.g., child’s first school day, marriage, etc.).
• Well-being focus: Monthly sports compensation with Stebby, 3 health days per year, and private health insurance with Confido.
• Paid sick leave: Paid sick leave from the 2nd day.
• Learning & development: Generous learning & development package (personal development plan & training, company-wide knowledge sharing & training).
• Investment opportunity: Opportunity to invest in the Group’s venture fund, Yolo Investments.
• Legendary events & networking: Most legendary events and networking opportunities with colleagues.
• Modern office environment: A comfortable and contemporary office in the heart of the city with plenty of fruits, snacks, drinks, and good vibes.
• Free parking: Free parking at the office.
• Other benefits: Benefits may vary when joining under a Service Agreement and working fully remote from another country.