VIP Experience Specialist

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 You'll 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 not limited to:

• Driving off platform revenues through targeted VIP comms
• 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 prizedraws

What We're 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