VIP Lead

2 days ago

Pasay, National Capital Region, Philippines Reliasourcing Full time $40,000 - $80,000 per year

Job Title: VIP Lead

Work Arrangement: Onsite- Pasay | Full Time

The VIP Lead is responsible for managing the overall experience and satisfaction of high-value players. This includes supervising the VIP team, driving retention and engagement strategies, and ensuring top-tier service for VIP accounts. The VIP Lead plays a key role in strengthening player loyalty and maximizing lifetime value through personalized experiences and data-driven initiatives.

DUTIES AND RESPONSIBILITIES

  • Lead and manage the daily operations of the VIP team, ensuring exceptional service delivery to high-value players.
  • Develop, implement, and monitor VIP retention and engagement strategies based on player behavior and value.
    • Build strong relationships with top-tier players through personalized communication, promotions, and exclusive experiences.
  • Monitor VIP performance metrics (e.g., retention rate, revenue contribution, satisfaction) and prepare regular reports.
  • Coordinate with marketing, support, and product teams to roll out tailored campaigns and reward programs.
  • Handle escalations and resolve complex issues concerning VIP clients promptly and professionally.
  • Maintain detailed records of VIP interactions, preferences, and feedback.
    • Mentor, train, and evaluate team members to ensure consistent quality and performance.
  • Stay informed on competitor VIP programs and player trends to enhance the offering.
  • Ensure compliance with company policies, data privacy regulations, and responsible gaming practices

QUALIFICATIONS

  • At least 1 year of experience in a VIP support, customer success, or player engagement role, ideally in the online gaming or BPO sector.
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills
  • Strong understanding of player behavior, loyalty programs, and customer retention strategies.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Data-driven mindset with the ability to interpret KPIs and user behavior.
  • High level of professionalism and discretion, especially when dealing with high-value clients.
  • Passion for gaming and familiarity with online gaming communities/platforms is a plus.
  • Ability to work flexible hours, including weekends or holidays, depending on VIP activity.

Job Type: Full-time

Benefits:

  • Paid training

Location:

  • Pasay (Required)

Work Location: In person

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