
VIP Lead
4 days ago
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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