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**What are we building?** Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. Were building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer''s interaction, experience, behavior, and insight and strive to ensure were always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. Were taking that foundation of success and bringing it to the digital space ready to join us? **Whats the position?** Were looking for a VIP Account Manager to host a portfolio of players for our mobile games. You will be responsible for delivering best-in-class service, high-touch engagement, and unforgettable moments for our most loyal players. The VIP team provides consistent and proactive customer support for our players whilst ensuring surprise and delight moments are always around the corner for our loyal VIPs. This role will be key to driving player lifetime value and ensuring our biggest fans keep coming back for more. The **VIP Account Managers** responsibility is to increase player lifetime values through a combination of proactive & reactive outbound communication and activities, while ensuring a personal, engaging and rewarding experience for hosted VIP players. Key Responsibilities - Proactively approach and engage your portfolio of social gaming VIP players to ensure they are updated on the latest releases, features and VIP promotions. - Answer VIP queries and ensure a fast and satisfactory resolution in the event of customer service issues. - Build rapport with players to understand their unique perspective on their gameplay trends to recognize changing patterns in play and customer experience. - Properly understand social gaming VIP players needs and concerns and bring that insight to our Marketing and Product departments to ensure VIPs are at the heart of our gaming experience. - Be the voice of the players to the company and the voice of the company to the players. - Properly identify fluctuation in player behaviour and act accordingly (reactivate, personal approach, up-sell, give bonus/freebies etc). - Create and execute live events & gift operations for social gaming VIPs in collaboration with the wider VIP and Property teams. - Coordinate with other Hard Rock player development, marketing & VIP teams to identify and approach potential social gaming VIPs and to maximise value online and offline from shared VIP players. - Analyze our key competitors to understand how they engage their best customers and how we can level up our VIP offerings. **What are we looking for?** - 3+ years in an Outbound Sales or Inbound/Outbound Customer-Facing role. - Experience in Mobile or Casino gaming. - Consistent examples of prioritizing customer experience and delivering customer-centric service throughout your career. - You are tech savvy and able to communicate via a variety of messaging services, emails and phone calls dependent on the communication required. - Excellent communication skills and proficiency in spoken and written English. - Proven analytical skills and prior experience working with reports to make data-based decisions on time allocation to maximize revenue for the business by prioritizing our most valuable customers. - Ability to independently prioritize and re-prioritize your workload based on customer value and requirements. - Experience in digital monetization strategies and online rewards programmes and how to convey benefits to players. - An interest in and experience playing social & mobile gaming products. - A proactive collaborator with demonstrated experience of coordinating projects with other teams and departments in an organization. - Willingness to occasionally work nights or weekends based on play habits of covered players. - Google Suite and Excel skills are beneficial. - Proficiency in Salesforce or other CRM tool is a plus. **Whats in it for you?** We offer our employees more than just competitive compensation. Our team benefits include: - Competitive pay and benefits - Flexible vacation allowance - Remote working - Startup culture backed by a secure, global brand **Roster of uniques** We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).