VIP Account Manager

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 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.

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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