VIP Customer Service Manager

VIP Customer Service Manager PEGL Customer Service & Support 1 month ago Easy apply Accra & Tema Region Full Time Entertainment, Events & Sport Confidential Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary The Player Experience Lead role combines high-touch customer service with VIP player retention strategies to ensure exceptional engagement, loyalty, and satisfaction for all customers with a higher focus on premium players. Min Qualification: Degree Experience Level: Mid level Experience Length: 4 years Job descriptions & requirements Key Responsibilities VIP Player Engagement & Retention Support the team members to foster strong relationships with high-value players. Develop personalized retention strategies based on data insights for various markets we operate in. Manage the VIP segment, including the lifecycle, monitoring player activity, and creating tailored experiences and offers that drive loyalty and engagement. Customer Service Excellence Ensure prompt, top-tier support is provided to all customers, with priority service for VIPs. Act as an escalation point for critical player concerns. Work across teams to resolve issues with efficiency and professionalism. Continuously monitor industry trends and competitor activity to propose new ideas and improvements for the retention and loyalty strategy. Data-Driven Loyalty & CRM Optimization Monitor VIP player behavior, spending patterns, and engagement trends. Collaborate with the CRM team to refine loyalty programs and campaigns. Contribute to the development and improvement of retention programs, including player segmentation, reward structures, communication strategies, and engagement flows. Use analytics to track and report on customer lifetime value (CLV) and retention success. Strategic Relationship Management Organize VIP events, personalized experiences, and exclusive community interactions. Ensure consistent and impactful communication with VIP players. Advocate for player needs by working closely with product and marketing teams. Operational Leadership & Process Improvement Optimize customer support workflows to enhance efficiency and satisfaction. Train and guide customer service teams on VIP engagement best practices. Continuously refine policies to elevate the overall player experience. Requirements Proven experience in retention, or VIP player management; iGaming or online entertainment industry background is a strong advantage. Deep understanding of customer segmentation, loyalty programs, and player lifecycle management. Exceptional team player with a collaborative mindset and the ability to work seamlessly across departments to achieve shared goals. Analytical skills with experience in compiling and interpreting data reports (Excel, BI dashboards, etc.). Strong communication skills, with the ability to collaborate cross-functionally and influence key stakeholders. Experience planning and executing multi-channel campaigns (e.g. SMS, Web Push, InApp). Proactive, strategic thinker with a hands-on attitude and attention to detail. Ability to train and mentor others, especially around VIP handling and retention practices. Comfortable working in a fast-paced, dynamic environment with evolving priorities. Solid understanding of marketing compliance and responsible gaming principles. Flexibility with working hours when needed to accommodate high-value player needs or campaign deadlines. Salary: Attractive Location: Accra Log In and Apply Important safety tips Do not make any payment without confirming with the Jobberman Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job