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(Senior) Project Manager - VIP Account Management

InnoGames is looking for an expert who is motivated to improve its VIP Account Management activities:
If you are an experienced Project Manager or VIP/Customer Support specialist who has successfully scaled up the revenue of products or games based on the perspective of their (VIP) customers, we would love to get to know you!

Get in touch with our VIP players worldwide, and develop well-working strategies to impact our games' success. Communicate with premium customers, use your passion for games and integrate result-oriented concepts to fully engage our most valuable players.

You can showcase sustainable growth potential?
In that case, we are willing to offer you the chance to further expand your impact on our department's activities, e.g. by building up the needed infrastructure or even establishing a team of VIP specialists for future wins!

Your mission :

• Level up the value! As the go-to person for VIP activities at InnoGames, you nurture and develop the relationship with our most financially invested players.
• Iterate on the concept! Shape our VIP program strategically, and create a plan akin to our early-stage VIP concept.
• Present the business case! Base your decisions on relevant facts & figures, and use different KPIs that you find in-/implement into our Power BI dashboard.
• Care about our players! Ensure that our players receive the highest level of attention and customer service using a highly consultative approach.
• Understand our players! Maintain retention and engage our VIP player base by listening to the community and analyzing our player base.
• Be the driving force! Proactively approach our high-value customers and deliver unique benefits, e.g. by initiating exciting activities and rewards.
• Work in a cross-functional team! Collaborate closely with our Community Management, Analytics, CRM & Product departments.
• Build up a strong network! Establish the required infrastructure and become influential in relevant countries & languages (e.g. United States, France, UK, Spain, Germany) to ensure that our players receive the highest quality customer support.

Your skill set:

• Professional experience. You have worked for 3-5 years (or even more) in a customer service environment with a focus on premium accounts, preferably in the Gaming industry.
• Project management. Without having an established VIP Account Management team infrastructure at your fingertips, you are willing and competent to drive your projects independently.
• Drive for change. You level up our current VIP program with an "out of the box" approach and the desire to constantly question the status-quo.
• Iterative approach. You are confident to deliver & receive feedback regularly and appreciate operating with multiple stakeholders across different teams.
• Creative but data-driven mindset. You can develop exclusive concepts, valuable sales activities, and selected events based on your understanding of- and your interest in data analytics.
• Proactive communication. Your excellent and effective communication techniques are based on strong English language skills, both written and spoken; any other language(s) would be a bonus.
• Customer orientation. You have an eminent customer focus and the ability to build trust, and interact well with people at all levels within and outside of our company.
• Self-organization. You like to work independently as the go-to person on a dedicated project, take responsibility, and bring a positive attitude to our team.
• Passion for games. You love playing games, and they motivate you to bring the best out of yourself and our players.
• Theoretical background. Ideally, you hold a Bachelor’s degree in Business, Marketing, Public Relations, or a related field.

Your power-ups:

• Team of specialists. Shape the success story of InnoGames and be a part of our international team of professionals in a stable growing company and award-winning employer.
• Career opportunities. Level up as a VIP Account Manager with excellent development opportunities, online trainings, InnoVersity, conferences, and much more.
• Outstanding benefits. Get competitive compensation as well as 28 vacation days, a sabbatical, mobile device, contribution to your public transport ticket, and more.
• Flexible working hours. We offer trust-based working hours as well as active breaks - play table tennis with your team, work out in our gym or go to our rooftop terrace to get some fresh air.
• Hybrid Working Model. A flexible work environment that lets you choose between working from home, or on-site in our modern offices in central Hamburg. Quarterly Company Weeks help us keep the dynamic InnoGames culture thriving.
• Solution orientation. We are offering an atmosphere to empower creative thinking and strong results.
• Team events. Participate in regular (virtual) team events (e.g., wine tasting, cooking, paintball), barbecue together on our rooftop terrace, and enjoy regular company-get-togethers.
• Food & drinks. We offer free drinks and fresh fruit to contribute to your health and well-being; enjoy the meals delivered by our in-house canteen or cook on your own in one of our employee kitchens.
• Relocation assistance. If you are interested in relocating to Hamburg/Germany, we will help you relocate to Hamburg/Germany regarding all the needed resources.
• Compensation & Fair Play. As a company, we value fairness and transparency, which is why we aim to have public salary grids for as many positions as possible. The prerequisite for a defined salary grid is that at least six employees share the same career model. As this specific role is a rather unique function, we regularly review its salary range based on market data as well as your level of seniority. Your seniority level (junior, regular, senior) will be evaluated during the interview process.
• Comfy and modern offices. Learn more about our charms and benefits in our virtual office tour.

Our story:

Hamburg-based InnoGames is Germany's leading developer and publisher of mobile and online games and a certified Great Place to Work®. The climate-neutral company, which is part of Modern Times Group (MTG), was established in 2003 and is still run by its founders. Together with a 400+ strong team from over 40 nations they create unique games that provide millions of players from around the world with years of fun.

While InnoGames is best known for Forge of Empires, Elvenar and Tribal Wars, the company is continuously expanding its portfolio across genres and platforms. The most recent additions are Rise of Cultures and Sunrise Village, which saw successful commercial launches in early 2022.

In order to further expand our success and to realize new projects, we are constantly looking for young talents, experienced professionals, and creative thinkers.

Are you excited to start your journey with InnoGames and join our dynamic team as a VIP Account Manager ? We look forward to receiving your application documents through our online application form. Maximilian Kaeding would be happy to answer any questions you may have.