VIP Account Manager

at  Hard Rock Digital

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.

• 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