GRS Recruitment is pleased to announce a fantastic opportunity for a Loyalty Customer Relations Lead to join our esteemed client, a leading Gaming company located in the vibrant city of Malta. This pivotal role will focus on enhancing customer loyalty and ensuring the highest standards of customer relations in a fast-paced gaming environment.
DUTIES AND RESPONSIBILITIES
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Monitor and analyze VIP Players KPIs and their trends on a daily basis.
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Communicate and provide customer care with the players on multi platforms such as E-mail, chat, phone, in- app etc., in order to Build personal relationships and create a personalized experience for them.
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Keep track and monitor the VIP user's activity on a daily basis including sales and up-sale promotions, build and deliver ongoing content, promotions, and activities – where the KPI is to bring players to their next level.
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Design and implement VIP activities (i.e. build and execute ongoing content, promotions, and special activities on dedicated backends in order to increase the players' KPIs with a goal to improve player retention, engagement, and monetization.
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Identify and capture issues raised by VIP players and work with cross-functional teams to address them.
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Monitor and analyze VIP player behavior to identify opportunities to improve player retention and satisfaction.
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Stay up-to-date with industry trends and best practices related to VIP programs and player engagement.
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Cross-teamwork with all aspects of marketing, monetization, compliance, features, and products.
CANDIDATE PROFILE
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At least 2 years VIP Management experience with a proven ability to manage high-profile clients, deliver personalized service, and exceed expectations in fast-paced environments.
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Fluent English, both in written and verbal communication is a must.
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Spanish and/or Portuguese both in written and verbal communication would be considered an asset.
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Work in shifts (including night shifts)
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Strong analytical and operational skills.
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Excellent communication and interpersonal skills; build a relationship with the players.
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Technical & analysis skills (Excel, CRM platforms and analysis platforms).
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Deep understanding of the gaming ecosystem.
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Positive attitude and a desire to learn and grow.
COMPANY BENEFITS
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Competitive salary and performance-based incentives.
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Opportunities for career growth and professional development.
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A dynamic and innovative work environment.
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Comprehensive benefits package including health insurance.
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Flexible working hours and a great work-life balance.
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A chance to be part of a vibrant and passionate team.
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.