VIP Account Manager

Location: Tel Aviv (Hybrid Work)

About Us: Bagelcode is a leading gaming company dedicated to providing an engaging and entertaining gaming experience to millions of players worldwide. We are passionate about creating fun and immersive social casino games and are looking for a talented VIP Account Manager to join our team in Tel-Aviv.

Job Summary: As a VIP Account Manager, you will be responsible for building and maintaining strong relationships with our most valuable players. Your primary goal is to provide exceptional service, ensuring high levels of player satisfaction and loyalty. You will act as the main point of contact for VIP players, addressing their needs, resolving any issues, and enhancing their overall gaming experience.

Key Responsibilities:

• Develop and maintain strong relationships with VIP players through regular communication via phone as needed, email, and chat.
• Identify and understand the needs and preferences of VIP players to tailor personalized experiences and offers.
• Proactively manage and resolve player issues and concerns, ensuring a high level of satisfaction.
• Run scheduled reports analyzing the impact of actions on VIP players engagement
• Initiate and run regular outbound email campaigns to high value players
• Monitor player activity and behavior to identify potential VIPs and implement strategies to retain and engage them.
• Collaborate with the marketing, product and Data teams to create exclusive promotions and events for VIP players.
• Creating surveys, analyzing feedback and sharing with the wider team based on new releases, features, promotions etc.
• Provide feedback to the product development team based on player insights to enhance the gaming experience.
• Track and analyze VIP player metrics and performance, reporting on trends and opportunities for improvement.
• Stay up-to-date with industry trends and best practices to continuously improve VIP account management strategies.
• Occasional travel to Seoul as part of the role.

Requirements:

• +2 years proven experience in account management, customer service, or a similar VIP account manager role, in the social casing gaming industry.
• Experience with DTC (Direct-to-Consumer) strategies and LiveOps operations.
• Familiarity with tools like JIRA, Zendesk, and other CRM software.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with players.
• Strong problem-solving skills and the ability to handle challenging situations with tact and professionalism.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Passion for gaming and a deep understanding of social casino games.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility is required as needed to accommodate VIP player support

If you are a dedicated and enthusiastic individual with a passion for gaming, customers and have exceptional customer service skills, we would love to hear from you.