Vip Account Manager

4 months ago

Toronto, Canada Hard Rock Digital Full time

**What are we building?**

Hard Rock Games is a team focused on becoming the best omni channel, free-to-play 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 gamers. 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 Games 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 free-to-play games 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, while ensuring a personal, engaging and rewarding experience for hosted VIP players.

Your day-to-day responsibilities will include
- Proactively approaching and engaging social gaming VIP players.
- Answer VIP queries and ensure a fast and satisfactory resolution.
- Properly understand social gaming VIP players needs and concerns.
- Be the voice of the players to the company and the voice of the company to the players.
- Properly identify fluctuation in player behaviour and act accordingly (reactivate, personal approach, up-sell, give bonus/freebies etc).
- Create and execute live events & gift operations for social gaming VIPs.
- Collect VIP feedback and escalate to responsible team(s) for resolution.
- Coordinate with other Hard Rock player development, marketing & VIP teams to identify and approach potential social gaming VIPs and to maximise value online and offline from shared VIP players.

**What we’re looking for?**
- 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 spoken and written 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.
- Start-up 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 opportunity employer).

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