VIP Manager

hace 2 semanas

Barcelona, Barcelona, España Scopely A tiempo completo

About the Role

Scopely is seeking a highly skilled VIP Manager to join our team in Barcelona. As a VIP Manager, you will be responsible for establishing and nurturing relationships with a large group of VIP players, anticipating their needs, and providing exceptional customer service.

Key Responsibilities

  • Establish and maintain relationships with VIP players, anticipating their needs and providing proactive support.
  • Communicate effectively with VIPs through various channels, including live chat, email, and phone.
  • Manage a community channel dedicated to VIPs, if required.
  • Triage new game bugs and coordinate with Product teams to resolve issues quickly.
  • Oversee and direct a team of VIP support agents to ensure high customer satisfaction.
  • Work with the Community team and Player Care teams to understand upcoming events and product updates.
  • Provide insight and feedback to User Research and Product teams on VIP player preferences.
  • Monitor key KPIs, such as CSAT, player activity, and spend, and act on trends to improve customer loyalty.

Requirements

  • 4+ years of experience in a VIP team, customer service, or customer support role.
  • Data-driven with the ability to understand trends and find ROI-positive solutions.
  • Excellent communication skills, including written and spoken English.
  • Possession of a passion for conflict resolution and problem-solving.
  • Strong evidence of contributing to customer satisfaction and retention.
  • Account management experience.
  • Ability to analyze and draw conclusions from raw data.
  • Creative impulses and confidence to share ideas with teammates.
  • Outgoing, likable, enthusiastic, and driven to achieve results.

Bonus Points

  • Ability to produce target-specific campaigns and report pre/post-campaign.
  • Proven experience in VIP portfolio/ROI-driven growth.
  • Experience in VIP account management for a mobile game or product.
  • Proven experience in analytical, reporting, and budget management.
  • Casino/gaming VIP or host experience.
  • Video game or mobile game experience.
  • Knowledge of JIRA and intermediate analytical skills.
  • A gamer.

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