VIP Lead

Scopely is looking for a VIP Lead to join the GSN Casino team . The position can be based in Bangalore, India, Tel Aviv, Israel or Barcelona, Spain. At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our 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 the mobile games industry, connecting millions of people around the world daily. With 30M+ downloads, GSN Casino is home to slots, bingo, cards, and more! Team members are distributed across the globe with hubs in Bengaluru, Tel Aviv, Barcelona, among others. What You’ll Do As the VIP Lead, you will manage a team of VIP Managers and look after our most valuable players. You will manage the work, internal and external resources associated within the VIP department, including crafting requirements, delegating responsibilities, developing and executing strategies that offer a new, vibrant layer of service for the VIP players. The right candidate will have creative and effective solutions to maximize VIP engagement, strengthen player loyalty, and showcase our appreciation for their dedication. In this role, you need to be collaborative, organized and resourceful, with the ability to communicate effectively across different levels within the company as you guide the VIP team and stakeholders whom you will work with closely to successfully execute on multiple projects and initiatives simultaneously. You will also need to have full grasp into VIP operations to continue to propose ways to refine and improve existing programs/projects to meet the changing needs of the department by regularly reviewing processes, reporting and industry standards. The VIP Lead will report directly to the Head of Product and will work in collaboration with multiple cross-functional teams, such as LiveOps, Roadmap, Game Design etc. Responsibilities may include: Manage the VIP Account management program and overarching strategy and performance KPIs in collaboration with the PX manager Guiding training and supporting staff performance and growth Motivate and support internal and external teams to ensure project goals, objectives, milestones, and deliverables are achieved Onboarding: in charge of coordinating new hires orientation and training Centralize VIP documentation on Confluence/Drive Draw insights from PX data and VIP Feedback, and assist stakeholders in designing solutions to improve the VIP experience Oversee and direct a group of VIP support agents to keep VIP attrition low and VIP satisfaction high Collaborate on the creation of loyalty programs Work with the Community and PX teams to understand upcoming events, product updates, and ensure that your VIPs are kept up to date Analyze performance, identify the best opportunities for optimization, and regularly iterate to maximize results What We’re Looking For 4+ years experience in VIP account management for a mobile game or any mobile product with a dynamic roadmap Experience in revenue generation/sales campaigns Solid experience supporting teams and working with multiple business units (customer support, developers, business, operations, etc.) to drive large projects focused on service and products with measured results You are highly organized, detail-focused, timely, and results-driven. You have a strong sense of ownership and accountability for success of operations Experience in mobile products and agile environments Experience with marketing automation and CRM tools Data-driven with an ability to understand trends and find ROI-positive solutions Tremendous communications skills, including excellent written and spoken English Must have a passion for conflict resolution and problem-solving Strong evidence of contributing to customer satisfaction, retention & engagement Ability to analyze and draw conclusions from raw data Need to have creative impulses and