VIP Account Manager

Hard Rock Digital•Toronto, ON

About The Position

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us? The VIP Account Manager (Hard Rock Games) 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
Willingness to occasionally work nights or weekends based on play habits of covered players
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