Vip Experience Specialist (Remote)

Vip Experience Specialist | Pixel United | Poland

We are seeking a dynamic and results-driven VIP Manager to join our team and

take charge of managing the VIP player base for our social casino mobile app.

The VIP Manager will play a pivotal role in driving off-platform revenue, fostering lasting relationships with VIP players, and enhancing their overall gaming experience. The ideal candidate will be proactive, customer-centric, and possess exceptional communication and relationship-building skills

What You’ll Do

Key Responsibilities:

1. VIP Player Relationship Management: Build and maintain strong, personalized

relationships with VIP players to enhance their gaming experience and loyalty to

the platform.
2. Off-Platform Revenue Generation: Devise and implement strategies to drive

off-platform revenue through targeted promotions, offers, and incentives tailored
to VIP players.
3. Proactive Issue Resolution: Take proactive steps to identify and address

concerns, complaints, and feedback from VIP players to ensure a seamless

gaming experience. Anticipate potential issues and implement preventive

measures.
4. Player Advocacy: Serve as the point of contact for VIP players for all

service/experience related queries, ensuring normal engagement via customer

support for day to day queries.
5. VIP Experience Enhancement: Collaborate with the development and product

teams to continuously improve the VIP gaming experience, including exclusive

features, rewards, and gameplay enhancements.
6. Data Analysis and Reporting: Utilize data analytics tools to monitor VIP player

behavior, identify trends, and gather insights to optimize engagement and

retention strategies.

7. Cross-Functional Collaboration: Work closely with marketing, customer

support, and product development teams to align VIP initiatives with broader

business objectives and ensure a cohesive player experience across all

touchpoints.
8. Event Planning and Execution: Organize exclusive events, tournaments, and

promotions for VIP players to foster community engagement and enhance their

sense of belonging.

Daily tasks include but not limited to:

Driving off platform revenues through targeted VIP comms
Check, review and action comps for VIPs with low RTP
Surprise & delight comps delivered 121 with appropriate messaging.
Bespoke sales for VIPs
Health check messages
Run community events, games and communications
VIP Only prizedraws

What We’re Looking For

Proven experience in VIP or customer relationship management, preferably within the gaming or entertainment industry.
Strong understanding of mobile app ecosystems and social casino gaming trends.
Exceptional communication, negotiation, and interpersonal skills.
Analytical mindset with the ability to interpret data and derive actionable insights.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Creative thinker with a passion for delivering exceptional customer experiences.
Proficiency in CRM platforms, data analytics tools, and Microsoft Office Suite

Why Product Madness?

You will be joining a global powerhouse where you will be part of a world-class talented team that creates remarkable hit games such as Heart of Vegas, Lightning Link, Cashman Casino, Mighty Fu, and Big Fish Casino. The success of these titles has led to over 400 million downloads and more than 50 million active users. But there is no stopping us there, we also have a new games team that is working on bringing new hit games to the market. Product Madness is an Aristocrat Technologies company within its digital games division of Pixel United.

Outstanding growth has seen us build Product Madness to more than 800 team members and counting, you can join one of our seven global talent hubs including London, USA, Canada, Spain, Poland, Ukraine & Israel.

You will be part of a company that is not only Mad about games but Mad about our people. Living by our value of people first, you will feel this firsthand from the moment you step into one of our fantastic studios. This is made possible by our amazing studio experience team who help make Product Madness such a fun place to work. Be it arranging endless snacks, weekly breakfasts & lunches, lavish Christmas & summer parties, happy hour drinks, social get-togethers and so much more.

So what is stopping you from coming and joining the Madness?