VIP Group Manager

Papaya is one of the world's fastest-growing mobile game companies, providing entertainment for millions of users across multiple apps.

We are seeking an experienced VIP Group Manager to lead and enhance our VIP customer management strategy, focusing on community building, personalized experiences, and player engagement. 

The ideal candidate has extensive experience in online gaming or social games, a proven track record of managing high-value relationships, and significant experience in leading teams with KPI-driven objectives. 

This role requires a professional who can foster loyalty, enhance the VIP journey, and oversee a team of Team Leaders and Account Managers, ensuring exceptional service and engagement for VIP players.

VIP Community Management:

• Build, maintain, and expand relationships with high-value players through tailored experiences and community engagement.
• Develop and implement VIP programs that reward and retain high-value players, providing a premium, community-focused experience.
• Analyze player behavior and feedback to optimize the VIP journey and enhance community satisfaction.

Team Leadership & Development:

• Oversee and mentor a team of VIP Team Leaders, creating a collaborative and goal-oriented environment aligned with company objectives.
• Set, monitor, and evaluate individual and team KPIs to drive performance, engagement, and retention within the VIP group.
• Conduct training sessions to upskill team members in customer relationship management, conflict resolution, and community engagement techniques.
• Manage both onsite and remote Team Leaders and Account Managers, including those in outsourced roles.

Performance Management & KPI Tracking:

• Design, implement, and oversee KPI frameworks to assess team performance, with a focus on customer satisfaction, engagement, and retention.
• Evaluate the effectiveness of VIP strategies through regular KPI analysis, adjusting as needed based on insights.
• Prepare monthly reports for senior management, summarizing achievements, KPI trends, and areas for improvement.

Cross-Functional Collaboration:

• Collaborate with Marketing, Product Development, and Customer Support teams to align VIP group strategies with company-wide objectives.
• Partner with analytics teams for data-driven insights and with product teams to advocate for VIP-specific features and updates to enhance the player experience.

Revenue Growth & Retention:

• Drive revenue by implementing retention strategies that maximize VIP customer lifetime value and engagement.
• Identify upsell and cross-sell opportunities within the VIP community, and monitor trends to preempt potential churn.
• Leverage VIP feedback to influence platform improvements, service offerings, and the overall customer journey.

• 5+ years of experience in VIP management or customer retention within the online gaming or social gaming industry.
• 2+ years of proven track record in managing and mentoring Team Leaders and Account Managers, with a focus on achieving and surpassing KPIs.
• Fluent in English with exceptional verbal and written communication skills; additional languages are a plus.
• Skilled in setting, tracking, and meeting KPI targets, with an analytical approach to data and reporting.
• Strong interpersonal skills for building rapport with high-value players and enhancing loyalty within the VIP group.
• Proficient in data analytics tools to assess customer engagement and performance metrics.
• Able to work in a fast-paced, dynamic environment and adjust strategies to meet evolving business needs.

Preferred Qualifications

• Experience with CRM platforms and social engagement tools.
• Familiarity with VIP marketing strategies specific to the online gaming or social gaming industry.