Team Lead - Account Management

VGW•Toronto, ON

44d•Hybrid

About The Position

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. We have an exciting opportunity to join our Account Management team in Toronto and are currently looking for a Team Lead - Account Management to join the team. The role is responsible for providing mentorship and guidance to team members within the Account Management Team, developing them into a group of strategic player development experts, capable of fostering and sustaining strong relationships. Ensure your team prioritises customer development and retention whilst adhering to our obligations in compliance, risk & player protection spaces. As a vital part of the leadership team, support initiatives aimed at building and improving the broader Account Management department align team efforts with organisational goals while handling administrative tasks to ensure smooth operations and peak performance. The salary range for this role is CAD 107,000 to CAD 130,250 per year. This is an exisiting position within our team.

Requirements

5+ years demonstrated B2C relationship management experience or 3-5 years experience in Team Management.
Demonstrated effectiveness at advanced level relationships building, B2C advantageous.
Demonstrated proficiency using various software and technology platforms, including CRM database management experience.
Demonstrates client focused approach with high level emotional intelligence.
Ability to understand the implications of actions and make recommendations for solutions.
Hybrid work set-up: requires two days in the office
Work schedule: Mon to Fri from 9am to 6pm

Responsibilities

Utilize KPIs to manage and track portfolio performance for the Account Management team and develop strategies to increase player retention
Work closely with the department’s centrally created reports in order to identify and articulate trends or opportunities for improvement within your team’s portfolios
Evaluate the growth and retention performance of player portfolios overseen by teams, identifying areas for improvement and growth opportunities
Document trends impacting high value player churn or dissatisfaction, providing this insight to the wider business in order to identify and support opportunities for player experience improvements
Leverage your advanced relationship building capabilities to support your team in making strategic decisions in order to grow and retain our highest value players
Understand business objectives and player needs to provide strategic solutions and drive growth and retention initiatives
Establish strong relationships and resolve complex player escalations
Oversee account closures, ensure accurate reason codes and maintain records of all closed accounts
Regularly assess reinvestment strategies and player gifting to optimize player retention
Display an advanced understanding of compliance and risk concepts and act as an escalation point for your team for their concerns
Be aware of risks and look for opportunities to obviate and manage them within the team
Ensure adherence to compliance standards such as Anti-Fraud, AML and Responsible Social Gameplay
Identify high-risk cases for further escalations including legal disputes, RSG, AML, MLRO and Anti-Fraud
Mitigate risks by ensuring player communications are handled in line with internal processes within established timelines
Ensure chargebacks, RSG and SoW escalations are resolved promptly and effectively
Demonstrate integrity, accountability and professionalism and act as a role model for all team members
Frequently act as a facilitator and formal team leader in promoting and displaying not only account management strategies but also business model knowledge, compliance rules
Represent the team to other business units to get results and build relationships with internal shareholders
Be a part of the collaborative larger Account Management leadership team driving a positive culture within the department and supporting initiatives and projects to drive improvements in the broader department
Lead and manage key projects, ensuring timely delivery and alignment with business objectives
Address and resolve conflicts that may arise within the team to foster a collaborative environment
Cultivate a culture of excellence by monitoring core Key Performance Indicators (KPIs), spearheading regular account management skills enhancement sessions, and providing subject matter training
Facilitate engaging discussions with your team and their direct reports, focusing on tailored development opportunities to refine their expertise and retain top talent.
Assume responsibility, by extension, for the experience of all players managed by your direct reports, ensuring a seamless and positive interaction.
Uphold a consistent standard of performance expectations, fostering accountability within the team, which encompasses regular reviews of team member communications and output.
Lead, mentor and ongoing development for employees to ensure high performance and employee engagement
Provide ongoing coaching and training to team members with a focus on delivering exceptional player experiences and achieve growth and retention targets
Conduct regular meetings and skill sharing sessions with the team to deliberate on account management strategies
Monitor and evaluate performance of team members, providing timely constructive feedback and recognizing individual achievements
Offer guidance through challenging situations as they arise within their player portfolios.