Key Responsibilities VIP Program Design: Architect end-to-end VIP engagement models, defining the "Player Journey" for high-value spenders—from tiered support access to proactive account management. Proactive Growth Strategy: Design and configure proactive outreach campaigns within Helpshift to drive incremental revenue and re‑engagement (e.g., lapsed spender recovery, webstore cart abandonment conversion, and special event invitations). Revenue-Centric Reporting: Develop the frameworks for reporting on VIP program health, focusing on metrics such as NRR, churn reduction among top-tier spenders, and campaign ROI. High-Stakes Consultative Sales: Act as the Subject Matter Expert for all VIP service inquiries. Lead discussions with client leadership to demonstrate how our bespoke human‑service models directly impact their bottom line. Operational Blueprinting: Work with Operations teams to define the specific profile, training, and "soft‑skill" requirements for VIP Account Managers to ensure a premium service standard. RFP Leadership (VIP Segment): Own the narrative for all VIP‑related bids, articulating a sophisticated approach to player psychology and retention that sets Keywords apart. Qualifications VIP & Retention Expertise: 8+ years in Player Support or Account Management, with at least 3+ years specifically focused on VIP, High-Net-Worth (HNW), or Loyalty program management within the gaming or luxury digital services space. Revenue Mindset: Deep understanding of "Support as a Profit Center." Comfortable discussing LTV (Lifetime Value), NRR (Net Revenue Retention), and churn mitigation strategies. Executive Gravitas: Exceptional presence and communication skills; able to build immediate trust with client-side Product Managers and Commercial Directors who are protective of their top-tier revenue drivers. Strategic Design: Proven ability to turn player data and client goals into a structured, scalable service program. Gaming Industry DNA: Deep understanding of the "Whale" or VIP player psyche across different genres (e.g., Mobile 4X, Casino, AAA Live Service). What do we offer? Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. Applicants must be able to effectively communicate in English (both verbally and in writing) due to the position requiring constant communication with clients and team members outside the province of Quebec. #J-18808-Ljbffr