Customer Relations VIP Team Lead

Customer Relations VIP Team Lead

An online lottery company is looking for an experienced team leader to lead our VIP Account Managements team. As a member of our Marketing department, your role covers all aspects of player engagement, retention, sales, training, and customer relations with the goal of creating a top-notch experience for our most important players.

The ideal candidate will have a passion for gaming and a deep understanding of player behaviour and preferences. The candidate will be responsible for leading and hiring a team of VIP specialists and working collaboratively with other departments to ensure the success of our VIP players.

This is a full-time hybrid position which includes in-house and remote work.

Responsibilities

Manage close relationships and support with our VIP players on a daily basis.
Monitor and analyse VIP player behaviour to identify opportunities to improve retention, engagement, monetization, and player satisfaction.
Build and deliver ongoing creative content, promotions, and VIP-specific activities, where the KPI is to bring players to their next level.
Define VIP segmentation and develop strategies to maximize their life-time value.
Design and implement a VIP loyalty program that provides them with a personalized experience, exclusive privileges, and rewards.
Identify and address issues raised by VIP players and provide them with exceptional customer care.
Stay up-to-date with industry trends and best practices related to VIP programs and player engagement.
Work closely with other Marketing department teams in all aspects of marketing, monetization, features, and products.

Requirements

2+ years of experience in managing a team.
3+years of experience in VIP player management, segmentation, and retention strategies – preferably in the B2C gaming, e-commerce industries.
English speaker (native or proficient) – MUST!
Strong analytical skills and the ability to use data to drive decisions.
Flexibility in work hours.
Strong communicator, customer-centric, proactive, and target driven.
Knowledge of additional languages (advantage).
Prior experience with support tools (advantage).