VIP Manager (Account management) STFC
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Job Location:
Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Scopely is looking for a VIP Manager (Account management) to join our Star Trek Fleet Command team in Barcelona on a hybrid basis.
At Scopely we care deeply about what we do and want to inspire play every day whether in our work environments alongside talented colleagues or through our deep connections with our communities of players. We are a global team of game lovers who are developing publishing and innovating in the mobile games industry connecting millions of players around the world daily.
Star Trek Fleet Command is a standout success in the gaming industry. Launched in 2018 our in-house developed 4X MMO has continually evolved earning its place as one of the top-grossing games on the market. Our next chapter is bold: were evolving the traditional 4X experience in STFC and we need smart systems to power that next step.
Establish and nurture relationships with a large group of VIP Players and proactively
anticipate customer needs based on the portfolios VIP Strategy
Have regular communication with VIPs through a variety of communication
channels (eg by live chat email and by phone)
Might manage a community channel dedicated to VIPs if relevant (for example
Discord servers Facebook groups)
Communication will be two-way - players will be able to contact you for prompt
resolution on issues they may have and at the same time you will work on
engaging with them proactively
Triage new game bugs and coordinate with Quality Assurance and/or Product
teams to identify and resolve game issues quickly to provide players with a fast
resolution to their inquiry
Oversee and direct a group of VIP support agents to keep resolution times low and
customer satisfaction high
Work with the Community team and Player Care teams to understand upcoming
events and product updates and ensure that your VIPs are kept up to date
You will be the voice of our VIP players providing insight and being able to engage
with our User Research and Product teams to provide feedback on what our VIPs
love and which aspects theyd like to change
Monitor key KPIs such as contact rates player activity spending patterns and lapse
players and act on these trends for your players Analyze past and current player behaviors and how they can be improved by
bonuses gifts or events or any other initiatives needed to grow customer loyalty
What Were Looking For
4 years of work experience in a VIP team customer service or customer support
role
Casino/gaming VIP or host experience a plus
Video game or mobile game experience a plus
Data-driven with an ability to understand trends and find ROI-positive solutions
Tremendous communication skills including excellent written and spoken English
Must have a passion for conflict resolution and problem-solving
Strong evidence of contributing to customer satisfaction and retention
Account management experience
Ability to analyze and draw conclusions from raw data
Need to have creative impulses and the confidence to share ideas with teammates
Outgoing likable enthusiastic and driven to achieve results
Bonus Points
Ability to produce target-specific campaigns and report pre / post-campaign
Proven experience in VIP portfolio / ROI-driven growth
Experience in VIP account management for a mobile game or product
Proven experience in analytical reporting and budget management
Please submit all resumes in English
About Scopely
Scopely is a leading video game and global interactive entertainment company home to many of the worlds most beloved and enduring experiences including two of the most successful mobile games of all-time MONOPOLY GO! and Pokémon GO along with Stumble Guys Star Trek Fleet Command MARVEL Strike Force WWE Champions the Scrabble franchise Yahtzee With Buddies and many others. Across mobile web PC and console Scopely creates develops publishes and live-operates one of the most diversified and award-winning portfolios in the games industry bringing hundreds of millions of players together through a shared love of play.
Founded in 2011 Scopely is powered by its exceptional team including thousands of world-class gamemakers around the globe a distinctive tenet-driven culture and its proprietary technology platform Playgami. Together these strengths have fueled Scopelys position as the #1 mobile games company in the U.S. and #2 globally generating more than $10 billion in lifetime revenue. Whether building global sensations like MONOPOLY GO! from the ground up or expanding through strategic acquisitions including the FoxNext GSN and Niantic games businesses Scopely consistently delivers experiences players love today and return to for years to come.
Recognized multiple times as one of the 100 Most Influential Companies in the World by TIME magazine and one of Fast Companys Worlds Most Innovative Companies and Best Workplaces for Innovators Scopely believes that video games can be a force for good creating meaningful connections vibrant communities and making life better through play.
Scopely has global operations and partners across four continents in more than a dozen countries worldwide. For more information visit: Experience:
Manager
Key Skills
- Business Development
- Front End
- Bricklayer
- Ftp
- KYC
About Company
Scopely is expanding the possibilities of play through game experiences that aim to inspire community, connection and competition. Inspire play, every day.
