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About the Role

Hard Rock Digital is seeking a self-motivated VIP Account Manager to retain and monetize top social gaming VIP players by increasing player lifetime values through proactive and reactive communication, ensuring a personal, engaging, and rewarding experience.

Responsibilities

• Analyze assigned VIP data and follow up on data-driven action items.
• Create timely and accurate reports on VIP promotion performance.
• Identify player behavior fluctuations and act accordingly.
• Develop creative, personalized campaigns for players.
• Create and oversee marketing and player management strategies for VIPs.
• Collaborate with CRM teams to maximize impact for VIPs.
• Create and execute live events and gift operations for VIPs.
• Collect VIP feedback and escalate for resolution.
• Respond to VIP queries and ensure satisfactory resolution.
• Coordinate with other Hard Rock teams to identify and approach potential social gaming VIPs and maximize value from shared VIP players.

Requirements

• 5+ years in Customer Support.
• Mobile Gaming or Social Casino Customer Support or VIP experience preferred.
• Face-to-face customer support experience is a plus.
• Proficiency in English.
• Proven analytical skills and experience using reports for data-based decisions.
• Understanding of monetization strategies and loyalty programs.
• Ability to remain highly organized and manage logistics for the VIP program.
• Interest in and experience playing social & mobile gaming products.
• Willingness to occasionally work nights or weekends.
• Excellent interpersonal skills.
• Excellent written communication skills.

Skills

• Communication
• Analytical skills
• Project management
• Interpersonal skills
• Written communication

Experience Level

• 5+ years

Benefits

• Competitive pay and benefits
• Flexible vacation allowance

About the Company

• Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company globally.
• The team is passionate about learning, operating, and building new products and technologies for millions of consumers.
• The company values customer interaction, experience, behavior, and insights, striving for authenticity.
• Rooted in the spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital leverages a brand known for gaming, entertainment, and hospitality.

Equal Opportunity

• We are an equal opportunities employer.