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Retention / Support Manager

(לפני שבוע )

We are looking for a Retention Manager to join an expanding online gaming team.
Offering a faced paced and dynamic working environment, this is a great opportunity to make a real difference to the retention strategy.
As Retention / Support Manager, you will be responsible for the increasing loyalty and activity from our players by applying analysis and actions on player segments.

Description:

Responsible for managing relations with customers to ensure satisfaction level, as per our KPIs.
Communicating courteously with customers by telephone, email and online chat, providing help and support when they have questions, problems, complaints or suggestions.
Ensure an optimal play alignment according to the monetization objectives.
Increase our top players' activity, satisfaction and loyalty to our brand measuring KPIs such as deposited amounts, game play and net gaming revenues, reactivation and overall satisfaction.
Be involved in improving the overall service to our VIP customers and improving our players' satisfaction across the site
Define a VIP player strategy
Increase activity of top players
Proactively contact top players
Proactively contact potential top players
Plan, execute and follow up on promotions
Lead and manage a team of VIP account managers
Perform routines and back office processes around VIP management
Improvements of the back office features for VIP Management,
Improvements of the web site to improve top players' satisfaction

Requirements
The successful candidate will be expected to motivate, develop and drive the team to meet challenging targets and identify new opportunities to grow the value of the customer base.
Sales skills, analytical approach to accurately profile and segment VIP clients effectively
Candidates coming from an online casino / gaming background, an advantage
Management experience including employee hiring, training, management and evaluation
Comprehensive understanding of VIP's, marketing, CRM and operations.
Able to deliver on target-driven goals by liaising with other departments.
Organisational, planning and communicative skills.
Fluent English oral and written


Location Ashkelon
Resume in English only