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VIP Manager

VIP Account Manager

BHG is looking for a VIP Account Manager who will be responsible for our most loyal and valuable customers. By building and managing the VIP community, the Account Manager will be expected to monitor and act in an attempt to retain our VIPs. This includes improving players' satisfaction by offering additional value in and out of our games, and by an exceptional personal service customized to each VIPs specific personality and game behavior.

Responsibilities

• Be the game expert and act as a liaison between our highest value players and the studio to resolve bugs and maintain retention of the VIP base
• Cultivate and develop relationships and service our VIP Membership reward program
• Ensure that VIPs receive the highest level of sales and operational customer service
• Reach out to VIP member players via phone and email
• Work collaboratively with cross functional teams to drive retention and revenue growth within the VIP base
• Use data to increase engagement, reactivate and increase revenue within the VIP base
• Connect and reconnect VIPs through high level relationship building
• Partner with Team leads to create engagement and reactivation presentations using market trends, VIP research and industry specific case studies
• Drive and present specs for teams to build out VIP driven features to drive higher engagement, retention, and revenue
• Present industry best practices for VIP management to teams and stakeholders
• Take ownership of the VIP processes

Qualifications

• 3 + years of customer support or account management experience or similar equivalent
• Exceptional written and verbal communication skills
• Strong quantitative aptitude with the ability to analyze campaign performance statistics.
• Passion for video games and mobile gaming
• Player centric attitude
• Weekend and evening availability as needed
• Bachelor's degree or equivalent preferred

Bonus

• 1 + years gaming industry experience
• Written proficiency with one or more non-English Languages
• Experience in any type of sales

Big Huge Games is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

Our headquarters are located in Timonium, MD. While we prefer MD-based candidates, with mutual agreement, we can accommodate a remote work environment in the United States for candidates from a few approved states.