Responsibilities
- Manage the VIP Account management program and overarching strategy and performance KPIs in collaboration with the PX manager
- Guiding training and supporting staff performance and growth
- Motivate and support internal and external teams to ensure project goals, objectives, milestones, and deliverables are achieved
- Onboarding: in charge of coordinating new hires orientation and training
- Centralize VIP documentation on Confluence/Drive
- Draw insights from PX data and VIP Feedback, and assist stakeholders in designing solutions to improve the VIP experience
- Oversee and direct a group of VIP support agents to keep VIP attrition low and VIP satisfaction high
- Collaborate on the creation of loyalty programs
- Work with the Community and PX teams to understand upcoming events, product updates, and ensure that your VIPs are kept up to date
- Analyze performance, identify the best opportunities for optimization, and regularly iterate to maximize results
Requirements
- 4+ years experience in VIP account management for a mobile game or any mobile product with a dynamic roadmap
- Experience in revenue generation/sales campaigns
- Solid experience supporting teams and working with multiple business units (customer support, developers, business, operations, etc.) to drive large projects focused on service and products with measured results
- You are highly organized, detail-focused, timely, and results-driven. You have a strong sense of ownership and accountability for success of operations
- Experience in mobile products and agile environments
- Experience with marketing automation and CRM tools
- Data-driven with an ability to understand trends and find ROI-positive solutions
- Tremendous communications skills, including excellent written and spoken English
- Must have a passion for conflict resolution and problem-solving
- Strong evidence of contributing to customer satisfaction, retention & engagement
- Ability to analyze and draw conclusions from raw data
- Need to have creative impulses and the confidence to share ideas with teammates
- Outgoing, likable, enthusiastic, and driven to achieve results
Nice to Have
- Ability to produce target-specific program and report accordingly
- Proven experience in VIP portfolio / ROI driven growth
- Proven experience in analytical, reporting, and budget management
Work Arrangement
Remote (Country) — Bangalore, India, Tel Aviv, Israel, Barcelona, Spain
Additional Information
- Must have a passion for conflict resolution and problem-solving
- Excellent written and spoken English
