Manages the VIP Players as a group, as well as one-on-one communication
VIP Player Management Strategy: Understanding company objectives: Analyzes the players’ reports and makes sure the targets and KPIs are being met; uses reports to check trends, both for proactive and reactive action plans
Builds a comprehensive database for VIP Player information (playing habits, personal desires, background, and demographic info) and uses this information to create highly personalized client interactions
Builds and implements Player Account Management strategy: planning, delivery, and optimization of the high value customer strategy
Proactively tries new approaches in the interaction with players, always finding the right type of communication for the best outcome
Proactively shares knowledge and best practice with the other Account Managers
Proactively researches what other games are doing and how we can improve the program
Stays up to date with all the changes in the game as well as all monetization campaigns
Responsible for fulfilling the support needs of the VIP players and quickly resolve any issues that players might have
Develops and implements a VIP reactivation strategy, reducing the risk of churn – client retention
Constantly gathers feedback from their VIP population and share it with the other departments, as well as uses it to improve internal processes & protocols as needed
Responsible for fulfilling the support needs of the VIP players and quickly resolve any issues that players might have
Challenges the role by always coming up with ideas of improvement - tries new approaches in the interaction with players, always finding the right type of communication for the best outcome
Submits weekly and monthly report
Interdepartmental:
Understands the activity of other departments including Operations, Player Support, Payments, Monetization, Art, Copy and Marketing for a business vision that will help provide the best possible customer experience
Availability to be part of Task Forces, when new ones are planned, representing both the voice of the customer and VIP/CS’ department
Availability to travel with work purposes: live events (meeting the customer in Bus Tours or other similar projects), visiting the headquarters or other Playtika sites, if required
Social:
Comes up with ideas for campaigns/posts for players and assists with the implementation and analysis of results
Understanding of social media and outreach tactics
Takes part in online events when required – Zoom meetings
Participates in videos / photo shootings with the purpose of keeping their players engaged
Requirements:
Self-motivated go-getter who is driven to achieve results creatively
Excellent communication, organization, and planning skills
Work independently, take appropriate responsibility for actions, and make sensible decisions
Result-driven, focused, and quick to take initiative
Team player and a problem solver
Adaptable and able to handle multiple tasks and priorities
Analytical person, good with numbers and reports
Playtika's Benefits:
Annual bonus
Daily lunch and refreshments
Meal vouchers
Holiday vouchers
21 vacation days
6 long weekends
1 day off for your birthday
Additional days-off
Private medical subscription
Private dental subscription
Glasses allowance
Private pension
Wellbeing plan
Birthday gift
Bonus and gift cards for special events (Easter, 1st of June, 8th of March, Christmas)
Transport settlement
Parking facilities
Exciting company events
Games: pool table, ping-pong, fuzzball, air hockey, etc.