VIP Experience Specialist

We are seeking a dynamic and results-driven VIP Specialist to join our team and
take charge of managing the VIP player base for our social casino mobile app.
The VIP Specialist 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.
This is a full-time position that can be fully remote or hybrid from Gdansk.

What You'll Do

• VIP Player Relationship Management: Develop and maintain strong, personalized connections with VIP players to enhance their gaming experience and foster loyalty to the platform.

• Off-Platform Revenue Generation: Create and implement strategies to drive revenue from sources beyond the platform through targeted promotions, offers, and incentives designed for VIP players.

• Proactive Issue Resolution: Identify and proactively address concerns, feedback, and potential challenges from VIP players to ensure a seamless gaming experience, implementing preventive measures when possible.

• Player Advocacy: Act as a primary contact for VIP players for experience-related questions, while ensuring day-to-day queries are managed through customer support.

• VIP Experience Enhancement: Partner with development and product teams to improve the VIP gaming experience continuously, including exclusive features, rewards, and gameplay enhancements.

• Data Analysis and Reporting: Use data analytics tools to monitor VIP player behavior, identify trends, and gain insights to optimize engagement and retention strategies.

• Cross-Functional Collaboration: Coordinate closely with marketing, customer support, and product development teams to align VIP initiatives with broader business goals and ensure a cohesive experience across all touchpoints.

• Event Planning and Execution: Plan and execute exclusive events, tournaments, and promotions for VIP players to build community engagement and a sense of belonging.

Daily Tasks Include:

• Driving off-platform revenue through targeted VIP communications
• Reviewing and actioning comps for VIPs with low RTP
• Delivering “surprise & delight” comps with personalized messaging
• Conducting bespoke sales for VIPs
• Sending health check messages
• Running community events, games, and communications
• Organizing VIP-only prize draws.

What We're Looking For

• Proven experience in VIP or customer relationship management, ideally in the gaming or entertainment industry
• Strong knowledge of mobile app ecosystems and trends in social casino gaming
• Excellent communication, negotiation, and interpersonal skills
• Analytical skills with the ability to interpret data and generate actionable insights
• Ability to excel in a fast-paced, dynamic environment and handle multiple priorities effectively
• Creative thinker with a commitment to delivering exceptional player 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?

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