Senior VIP Account Manager

Summary

Join Keywords Studios, a global leader in video game development services, as a VIP Account Manager and contribute to building engaging player communities. You will be responsible for managing and growing a portfolio of VIP players, ensuring their satisfaction and maximizing their lifetime value. This role involves building relationships with VIPs, monitoring their engagement, and suggesting proactive activities to enhance their experience. You will also analyze VIP data, identify trends, and develop strategies to improve the VIP program. If you are a self-driven, problem-solving VIP account manager with strong interpersonal and analytical skills, this opportunity is for you.

Requirements

• Minimum 2 year experience in I-Gaming, Sweeps or Social Casino VIP Management or a closely related discipline
• Exceptional interpersonal skills while dealing with our VIPs through an array of different channels such as telephone, email, chat messaging, and social media
• Proactive and driven, always striving to take action to improve the VIP value proposition
• Excellent verbal and written English skills (native speakers preferred)
• Strong understanding of client outreach and engagement tactics
• Strong analytical skills with the ability to analyze and draw conclusions from raw data to forecast patterns in VIP behavior
• Strong reporting and analytical experience with ability to draw actionable conclusions
• Creative and organizational talent for event planning and realization
• Passion for conflict resolution and a positive approach to problem-solving
• Customer-focused and solution-oriented
• Familiarity with CRM platforms and customer admin tools
• Willingness to travel and attend face-to-face events (including public speaking)

Responsibilities

• Establish and nurture relationships with a large group of VIP players
• Build and maintain detailed player profiles for your assigned VIPs
• Monitor targets and KPIs, taking action to ensure both are being achieved
• Evaluate and monitor VIP players to ensure maximum lifetime value
• Monitor and analyze VIP data to spot negative trends and positive opportunities
• Maintain regular proactive communication with VIPs by chat, email, and/or phone
• Suggest and build proactive activities to better engage with players
• Supervise and coordinate in-house and outsourced agents providing reactive 24/7 VIP support
• Regularly survey VIP opinions on game events and features with the aim of improving UX
• Work with other departments to develop new game features, events and promotion that will resonate positively with VIPs
• Devise and own VIP-specific reactivation, X-sell and growth campaigns to achieve targets
• Work as a team, which can include coverage of other team members during vacation and sickness
• Identify and problem gaming or player concerns professionally and procedurally to ensure players are safe and happy in the game
• Represent our game to our VIPs at face-to-face events

Benefits

Remote