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VIP Experience Specialist

VIP Experience Specialist

Apply remote type Remote locations Warsaw, Poland Gdansk time type Full time posted on Posted 3 Days Ago job requisition id R0017009

We are seeking a dynamic and results-driven VIP Manager to join our team and take charge of managing the VIP player base for our social casino mobile app. The VIP Manager will play a pivotal role in driving off-platform revenue, fostering lasting relationships with VIP players, and enhancing their overall gaming experience. The ideal candidate will be proactive, customer-centric, and possess exceptional communication and relationship-building skills.

What Youll Do

Key Responsibilities:

1. VIP Player Relationship Management: Build and maintain strong, personalized relationships with VIP players to enhance their gaming experience and loyalty to the platform.
2. Off-Platform Revenue Generation: Devise and implement strategies to drive off-platform revenue through targeted promotions, offers, and incentives tailored to VIP players.
3. Proactive Issue Resolution: Take proactive steps to identify and address concerns, complaints, and feedback from VIP players to ensure a seamless gaming experience. Anticipate potential issues and implement preventive measures.
4. Player Advocacy: Serve as the point of contact for VIP players for all service/experience related queries, ensuring normal engagement via customer support for day to day queries.
5. VIP Experience Enhancement: Collaborate with the development and product teams to continuously improve the VIP gaming experience, including exclusive features, rewards, and gameplay enhancements.
6. Data Analysis and Reporting: Utilize data analytics tools to monitor VIP player behavior, identify trends, and gather insights to optimize engagement and retention strategies.
7. Cross-Functional Collaboration: Work closely with marketing, customer support, and product development teams to align VIP initiatives with broader business objectives and ensure a cohesive player experience across all touchpoints.
8. Event Planning and Execution: Organize exclusive events, tournaments, and promotions for VIP players to foster community engagement and enhance their sense of belonging.

Daily tasks include but are not limited to:

• Driving off platform revenues through targeted VIP communications.
• Check, review and action comps for VIPs with low RTP.
• Surprise & delight comps delivered 121 with appropriate messaging.
• Bespoke sales for VIPs.
• Health check messages.
• Run community events, games and communications.
• VIP Only prize draws.

What Were Looking For

• Proven experience in VIP or customer relationship management, preferably within the gaming or entertainment industry.
• Strong understanding of mobile app ecosystems and social casino gaming trends.
• Exceptional communication, negotiation, and interpersonal skills.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Creative thinker with a passion for delivering exceptional customer experiences.
• Proficiency in CRM platforms, data analytics tools, and Microsoft Office Suite.

Why Product Madness?

You will be joining a global powerhouse where you will be part of a world-class talented team that creates remarkable hit games such as Heart of Vegas, Lightning Link, Cashman Casino, Mighty Fu, and Big Fish Casino. The success of these titles has led to over 400 million downloads and more than 50 million active users. But there is no stopping us there, we also have a new games team that is working on bringing new hit games to the market. Product Madness is an Aristocrat Technologies company within its digital games division of Pixel United.

Outstanding growth has seen us build Product Madness to more than 800 team members and counting, you can join one of our seven global talent hubs including London, USA, Canada, Spain, Poland, Ukraine & Israel.

You will be part of a company that is not only Mad about games but Mad about our people. Living by our value of people first, you will feel this firsthand from the moment you step into one of our fantastic studios. This is made possible by our amazing studio experience team who help make Product Madness such a fun place to work. Be it arranging endless snacks, weekly breakfasts & lunches, lavish Christmas & summer parties, happy hour drinks, social get-togethers and so much more.

So what is stopping you from coming and joining the Madness?

Travel Expectations

None

About Aristocrat

Aristocrat Leisure Limited or its affiliates worldwide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to any protected characteristic, such as race, color, sex, religion, national origin, physical or mental disability, genetic characteristic, pregnancy, breastfeeding or related medical condition, sexual orientation, gender identity, gender expression, ancestry, citizenship, age, marital, military and veteran status, or any other characteristic prohibited by local, state/provincial or federal law.

At Aristocrat sustainability is embedded in our strategy, operations and the values and culture of our teams across the globe.

Our FY23 Sustainability Disclosures provide a detailed update on our progress on the issues that matter most to our business and our stakeholders. Across responsible gaming, diversity and inclusion, supply chain ethics and climate action we’ve taken meaningful steps forward, as we strive to deepen our business’ resilience and long-term sustainability.

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