Online Manager H/F
3 weeks ago
Pala Interactive is a full-service, real-money and social gaming technology provider and operator. Pala offer a full spectrum of games across all distribution channels (web, download, tablet & smartphone) which include casino, poker and bingo for real money and social gaming.
Pala’s strength is its relentless focus on high quality, high functioning, immersive software platforms run across high availability, high security, high transaction load infrastructure. Pala is a technology company at its heart and is committed to being a mobile first developer of real-money gaming applications.
This will be accomplished through a range of CRM and one-to-one marketing initiatives, ensuring that we are maximizing yield, minimizing churn, and generating increased VIP play.
The successful candidate will play a key role in ensuring that our VIP customers receive an exceptional experience across all brands and products. You will act as the primary point of contact for our VIP customers and be responsible for building and maintaining strong relationships with them.
Manage, develop and lead a team of VIP Hosts.
Pro-active by planning and coordinating new initiatives.
Working with Marketing to deliver VIP programs across all brands and products, including acquisition, conversion, and retention.
Communication with VIPs, and potential VIPs, to increase game play, loyalty and thus, increased revenue.
Communicate and report VIP player performance to senior management.
Handle VIP customer complaints and escalate to relevant departments if necessary, ensuring that customers are satisfied with the resolution.
Planning and management of land-based events, hospitality, and VIP hosting.
Proven experience in a similar role, preferably in the online gaming or entertainment industry. Experience in land based or online gaming not mandatory but an asset.
At least 3 years of management or lead experience from online gaming
Must be able to work flexible hours as applicable.
Experienced in telephone or chat both inbound and outbound – outbound sales or customer service experience is preferable.
Comprehensive understanding of VIP's, marketing, CRM, and operations.
Confident, articulate, and tenacious communication style, both on the phone or in person, and in written format.
Must be willing to complete regulatory licensing where necessary. Role will require flexible hours, along with weekends.
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