VIP Account Manager
Hard Rock Digital Llc
Job description
What are we building?
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?
What’s the position?
Hard Rock Digital is looking for a self-motivated VIP Account Manager (Hard Rock Games) with excellent communication skills to retain and monetize our top social gaming VIP players. 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.
Your day-to-day responsibilities will include:
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
Job requirements
What are we looking for?
The ideal candidate will have:
5+ years in Customer Support
Mobile Gaming or Social Casino Customer Support or VIP experience preferred.
Face-to-face customer support a plus
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
What’s in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
Competitive pay and benefits
Flexible vacation allowance
Startup culture backed by a secure, global brand
Roster of Uniques
We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)
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