VIP Experience Specialist

We are seeking a dynamic and results-driven VIP Manager to join our team andtake charge of managing the VIP player base for our social casino mobile app.The VIP Manager will play a pivotal role in driving off-platform revenue, fostering lasting relationships with VIP players, and enhancing their overall gaming experience.
The ideal candidate will be proactive, customer-centric, and possess exceptional communication and relationship-building skills.What You'll DoKey Responsibilities:
VIP Player Relationship Management:
Build and maintain strong, personalizedrelationships with VIP players to enhance their gaming experience and loyalty tothe platform.Off-Platform Revenue Generation:
Devise and implement strategies to driveoff-platform revenue through targeted promotions, offers, and incentives tailoredto VIP players.Proactive Issue Resolution:
Take proactive steps to identify and addressconcerns, complaints, and feedback from VIP players to ensure a seamlessgaming experience.
Anticipate potential issues and implement preventivemeasures.Player Advocacy:
Serve as the point of contact for VIP players for allservice/experience related queries, ensuring normal engagement via customersupport for day-to-day queries.VIP Experience Enhancement:
Collaborate with the development and productteams to continuously improve the VIP gaming experience, including exclusivefeatures, rewards, and gameplay enhancements.Data Analysis and Reporting:
Utilize data analytics tools to monitor VIP playerbehavior, identify trends, and gather insights to optimize engagement andretention strategies.Cross-Functional Collaboration:
Work closely with marketing, customersupport, and product development teams to align VIP initiatives with broaderbusiness objectives and ensure a cohesive player experience across alltouchpoints.Event Planning and Execution:
Organize exclusive events, tournaments, andpromotions for VIP players to foster community engagement and enhance theirsense of belonging.Daily tasks include but are not limited to:
Driving off-platform revenues through targeted VIP communications.Check, review, and action comps for VIPs with low RTP.Surprise & delight comps delivered 1:
1 with appropriate messaging.Bespoke sales for VIPs.Health check messages.Run community events, games, and communications.VIP Only prize draws.What We're Looking ForProven experience in VIP or customer relationship management, preferably within the gaming or entertainment industry.Strong understanding of mobile app ecosystems and social casino gaming trends.Exceptional communication, negotiation, and interpersonal skills.Analytical mindset with the ability to interpret data and derive actionable insights.Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.Creative thinker with a passion for delivering exceptional customer experiences.Proficiency in CRM platforms, data analytics tools, and Microsoft Office Suite.Why Product Madness?You will be joining a global powerhouse where you will be part of a world-class talented team that creates remarkable hit games such as Heart of Vegas, Lightning Link, Cashman Casino, Mighty Fu, and Big Fish Casino.
The success of these titles has led to over 400 million downloads and more than 50 million active users.
But there is no stopping us there, we also have a new games team that is working on bringing new hit games to the market.
Product Madness is an Aristocrat Technologies company within its digital games division of Pixel United.Outstanding growth has seen us build Product Madness to more than 800 team members and counting, you can join one of our seven global talent hubs including London, USA, Canada, Spain, Poland, Ukraine & Israel.You will be part of a company that is not only Mad about games but Mad about our people.
Living by our value of people first, you will feel this firsthand from the moment you step into one of our fantastic studios.
This is made possible by our amazing studio experience team who help make Product Madness such a fun place to work.
Be it arranging endless snacks, weekly breakfasts & lunches, lavish Christmas & summer parties, happy hour drinks, social get-togethers and so much more.So what is stopping you from coming and joining the Madness?Travel ExpectationsNone
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