VIP Account Manager

Hard Rock Digital•Tampa, FL

20h

About The Position

Hard Rock Digital is looking for a self-motivated VIP Account Manager with excellent communication skills to retain and monetize our top social gaming VIP players. The VIP Account Manager responsibility is to increase player lifetime values through a combination of proactive & reactive outbound communication and activities, with ensuring a personal, engaging and rewarding experience for hosted VIPs.

Requirements

5+ years in Customer Support
Proficiency in English
Proven analytical skills and prior experience working with reports to make data-based decisions on time allocation
Understanding of monetization strategies & loyalty programs
Ability to remain highly organized and act as a project manager for logistics involved in the VIP program
An interest in an experience playing social & mobile gaming products
Excellent interpersonal skills
Excellent written communication skills

Nice To Haves

Mobile Gaming or Social Casino Customer Support or VIP experience preferred.
Face-to-face customer support a plus

Responsibilities

Daily analysis of assigned VIP data and proper follow up of data driven action items coming from that analysis.
Create timely and accurate reporting on performance of VIP promotions
Properly identify fluctuation in player behavior and act accordingly (reactivate, personal approach, up-sell, give bonus/freebies etc)
Putting together creative personalized campaigns for players
Create and oversee marketing and player management strategies for VIPs.
Collaborate with CRM team(s) efforts to maximize impact for VIPs
Create and execute live events & gift operations for VIPs
Collect VIP feedback and escalate to responsible team(s) for resolution
Answer VIP queries and ensure a fast and satisfactory resolution
Coordinate with other Hard Rock player development, marketing & VIP teams to identify and approach potential social gaming VIPs and to maximize value online and offline from shared VIP players