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VIP Manager - Mobile game Star Trek

At Scopely, we are currently looking for an enthusiastic and dynamic VIP Account Manager to look after our VIP players, from our brand new office in sunny Barcelona. As a VIP Account Manager, your role is to offer a new, vibrant layer of service for the most important players in our games to maximize their engagement and optimize their game experience. You will be responsible for maintaining, strengthening and growing customer relationships to provide a great player experience. A key focus is player retention and satisfaction, whilst having a strong focus on KPIs of our player base.

Note: This position is located in Barcelona, Spain (and we are only considering candidates who are already authorized to work in this location)

Establish and nurture relationships with a large group of VIP Players and proactively anticipate customer needs

Have regular communication with VIPs through a variety of communication channels (eg by live chat, email, and by phone)

Communication will be two way - players will be able to contact you for prompt resolution on issues they may have, and at the same time you will work on engaging with them proactively

You’ll work with the Community team and Player Care teams to understand upcoming events, product updates, and ensure that your VIPs are kept up to date

You will be the voice of our VIP players, providing insight and being able to engage with our User Research team to provide feedback on what our VIPs love, and which aspects they’d like to change

You will have an analytical mindset, and will monitor key KPIs such as contact rates, player activity, spending patterns, and act on these trends for your players

Analysis of past and current player behaviours and how they can be improved by bonus, gifting or events

Your aim is to ensure VIPs have a great experience, and we strive to keep our players as excited about our games

4+ years of work experience in a VIP team, customer service or customer support role in the mobile games or gaming sectors

Data driven, and a strength of understanding trends and analytical thinking

Tremendous communications skills, including excellent written and spoken English

Familiarity with Microsoft Office and Google G Suite

Good understanding of Social Media and client outreach tactics

Must have a passion for conflict resolution and problem solving

Strong evidence of contributing to customer satisfaction and retention

Account management experience

Ability to analyze and draw conclusions from raw data

Need to have creative impulses and the confidence to share ideas with teammates

Outgoing, Likeable, Enthusiastic, and Driven to achieve results

Ability to produce target specific campaigns and report pre / post campaign

Proven experience in VIP portfolio / ROI driven growth

Experience in VIP account management for a mobile game or Online Casino

Proven experience in analytical, reporting and budget management

If you think you match the above requirements, we are looking forward to receive your application!