Senior VIP Account Manager, Keywords Studios
Technical & creative services provider
Be an early applicant
Technical & creative services provider
1001+ employees
Be an early applicant
1001+ employees
Company mission
To use the passion for games, technology, and media to create a global services platform for video games.
Role
Who you are
- Experienced VIP account manager, self-driven, problem solver and goal oriented
- Minimum 2 year experience in I-Gaming, Sweeps or Social Casino VIP Management or a closely related discipline
- Exceptional interpersonal skills while dealing with our VIPs through an array of different channels such as telephone, email, chat messaging, and social media
- Proactive and driven, always striving to take action to improve the VIP value proposition
- Excellent verbal and written English skills (native speakers preferred)
- Strong understanding of client outreach and engagement tactics
- Strong analytical skills with the ability to analyze and draw conclusions from raw data to forecast patterns in VIP behavior
- Strong reporting and analytical experience with ability to draw actionable conclusions
- Creative and organizational talent for event planning and realization
- Passion for conflict resolution and a positive approach to problem-solving
- Customer-focused and solution-oriented
- Familiarity with CRM platforms and customer admin tools
- Willingness to travel and attend face-to-face events (including public speaking)
What the job involves
- We are looking for a VIP Account Manager to help us support, grow, and retain our most important players and serve as a companion throughout their lifecycle.
- You will be responsible for a portfolio of VIPs, our most valuable customers. You will manage and improve both the VIP player experience and several crucial business KPIs resulting from their continued engagement
- Establish and nurture relationships with a large group of VIP players
- Build and maintain detailed player profiles for your assigned VIPs
- Monitor targets and KPIs, taking action to ensure both are being achieved
- Evaluate and monitor VIP players to ensure maximum lifetime value
- Monitor and analyze VIP data to spot negative trends and positive opportunities
- Maintain regular proactive communication with VIPs by chat, email, and/or phone
- Suggest and build proactive activities to better engage with players
- Supervise and coordinate in-house and outsourced agents providing reactive 24/7 VIP support
- Regularly survey VIP opinions on game events and features with the aim of improving UX
- Work with other departments to develop new game features, events and promotion that will resonate positively with VIPs
- Devise and own VIP-specific reactivation, X-sell and growth campaigns to achieve targets
- Work as a team, which can include coverage of other team members during vacation and sickness
- Identify and problem gaming or player concerns professionally and procedurally to ensure players are safe and happy in the game
- Represent our game to our VIPs at face-to-face events
Application process
- Our recruitment process is fully online and remote
Our take
Keywords Studios is an international technical service provider to the global video games industry and beyond. The company works as an external development partner for its users, enabling leading content creators and publishers to leverage Keywords' expertise and capacity across the lifecycle of interactive content. In so doing the company enables its clients who are operating in complex and fast-moving environments to remain lean and agile, and to focus on creating and monetising the most engaging experiences.
The company has over 70 studios in 26 countries across the globe. Providing integrated art production, engineering, audio services, testing, localization, and player support services in more than 50 languages and 16 game platforms.
With a strong market position, Keywords provides services to nearly all of the prominent gaming companies, including T2, EA, Ubisoft, and Square Enix. Keywords had also been on an acquisition spree, with its total acquisition count sitting at 60 before it was acquired by private equity firm EQT in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company benefits
- Medical, dental and vision benefits
- WFH Opportunities
- Flexible working hours
- Bonus Schemes
- And More (Varies by Location)
- Paid time off (including sick and select holidays)
- 401(k) with 3% employer matching
Company HQ
Carmanhall And Leopardstown, Dublin, Ireland
Leadership
Bertrand Bodson
(CEO, not founder)Current Non-Executive Director at Tesco and Wolters Kluwer. Co-Founder & former CEO of Bragster.com (Acquired by Guinness World Records). Previous Chief Digital & CMO at Sainsbury's, and Non-Executive Director of Electrocomponents.
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