Scopely is looking for a VIP Managerto join Star Trek Fleet Command in Barcelona on a hybrid or remote basis working the afternoon shift 4.00 PM - midnight CET.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.Star Trek Fleet Command's ongoing success goes from strength to strength. Our in-house developed 4X MMO was launched in 2018 and continues to evolve, being consistently one of the top 10 gross revenue Massive Multiplayer Strategy games on the market.What You Will DoEstablish and nurture relationships with a large group of VIP Players and proactively anticipate customer needs based on the portfolio's VIP StrategyHave 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 proactivelyTriage new game bugs and coordinate with Product teams to identify and resolve game issues quickly to provide players with a fast resolution to their inquiryOversee and direct a group of VIP support agents to keep resolution times low and customer satisfaction highWork with the Community team and Player Care teams to understand upcoming events, and product updates and ensure that your VIPs are kept up to dateYou 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 they'd like to changeMonitor key KPIs such as CSAT, player activity and spend, churn and retention, and act on these trends for your playersAnalyze past and current player behaviors and how they can be improved by bonuses, gifts or events, or any other initiatives needed to grow customer loyaltyWhat We're Looking For4+ years of work experience in a VIP team, customer service or customer support roleData-driven with an ability to understand trends and find ROI-positive solutionsTremendous communication skills, including excellent written and spoken EnglishMust have a passion for conflict resolution and problem-solvingStrong evidence of contributing to customer satisfaction and retentionAccount management experienceAbility to analyze and draw conclusions from raw dataNeed to have creative impulses and the confidence to share ideas with teammatesOutgoing, likable, enthusiastic, and driven to achieve resultsBonus PointsAbility to produce target-specific campaigns and report pre / post-campaignProven experience in VIP portfolio / ROI-driven growthExperience in VIP account management for a mobile game or productProven experience in analytical, reporting, and budget managementCasino/gaming VIP or host experienceVideo game or mobile game experienceKnowledge of JIRA and displaying intermediate analytical skillsA gamerAt Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!About UsScopely is a global interactive entertainment and mobile-first video game company, home to many top, award-winning experiences such as "MONOPOLY GO!," "Star Trek Fleet Command," "Stumble Guys," "MARVEL Strike Force," and "Yahtzee With Buddies," among others.Scopely creates, publishes, and live-operates immersive games that empower a directed-by-consumer experience across multiple platforms--from mobile, web, PC and beyond.Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform Playgami that supports one of the most diversified portfolios in the games industry.Recognized multiple times as one of Fast Company's "World's Most Innovative Companies," Scopely is a multi-billion-dollar business due to its ability to create long-lasting game experiences that players enjoy for years.Scopely has global operations in more than a dozen markets across Asia, EMEA, and North America, and is home to many internal game development teams, referred to as Scopely Studios, with additional game studio partners across four continents.Scopely was acquired by Savvy Games Group in July 2023 for $4.9 billion, and is now an independent subsidiary of Savvy.For more information on Scopely, visit: scopely.com.Notice to candidates: Scopely, Inc and its affiliates will never request payment or ask for financial information as a condition for applying to a position or receiving an offer of employment. All official Scopely, Inc. recruiters only use email domains that end with @scopely.com.Should you have any questions or encounter any fraudulent requests/emails/websites, please immediately contact ******.
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