Customer Relationship Manager, Online Gaming
6 days ago
SOLAIRE RESORT ENTERTAINMENT CITY
POSITION SUMMARY
The Customer Relationship Manager (CRM) for Online Gaming is responsible for developing and maintaining strong relationships with high-value players to enhance loyalty, engagement, and lifetime value. This role ensures a seamless and personalized gaming experience for VIP customers by overseeing player support strategies, engagement initiatives, and service delivery. The CRM supervises the VIP Support Executive Representatives, providing guidance, performance monitoring, and coaching to maintain top-tier customer service standards. They analyze player behavior, feedback, and service metrics to develop tailored retention strategies, promotional offers, and proactive solutions to player concerns. Additionally, the CRM collaborates with key departments to optimize VIP service offerings, ensure compliance with gaming regulations, and drive continuous improvements in customer experience.
JOB RESPONSIBILITIES
- Supervise and mentor Exec VIP Support Reps to ensure high-quality service delivery and achievement of KPIs.
- Monitor VIP players' activity, preferences, and feedback to proactively address their needs. Foster a customer-first culture, ensuring VIP players receive white-glove treatment.
- Oversee and handle escalated VIP customer inquiries and complaints, ensuring swift and satisfactory resolutions.
- Provide regular reports on VIP player trends, service performance, and areas for improvement. Proactively address player concerns and collaborate with internal teams to resolve complex issues.
- Maintain strong relationships with VIP players by offering personalized and proactive support.
- Ensure accuracy of player data, reports, and transactions to uphold security and compliance standards.
- Assist in fraud prevention efforts by identifying suspicious activities and reporting them accordingly.
QUALIFICATION AND REQUIREMENTS
- Bachelor's degree in Business Administration, Marketing or a related field
- Experience in a customer-facing role, preferably in the Integrated resort, Online Gaming Industry or a similar fast-paced environment
- At least 5-10 years progressive work experience
- Customer Focus: Demonstrated ability to understand and anticipate the needs of VIP players, providing personalized and exceptional support to enhance their gaming experience and satisfaction. Having the ability to build and maintain strong relationships with VIP players, fostering trust, loyalty, and long-term engagement through personalized interactions and tailored support
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